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Capgemini

Global consulting, technology services, outsourcing

Customer Experience Solution Architect

Pre-Sales Solution EngineeringUpdated on Nov 14
Full-time

About the Job

Requirements

  • At least 10 years of experience in contact center technical presales, consultative solution architecture, or a related collaborative role.
  • Proven experience designing and architecting CCaaS and AI-driven customer experience solutions, such as Google GECX, Amazon Connect, Twilio Flex, Genesys Cloud, or Khoros.
  • Holistic knowledge of contact center technologies, including interactive voice response (IVR), automatic call distribution (ACD), workforce management (WFM), customer relationship management (CRM) integration, chatbots, natural language processing, robotic process automation (RPA), and reporting and analytics.
  • Deep expertise in Google Cloud Platform, customer experience, and generative AI technology stacks.
  • Ability to travel up to 50% of the time.

Responsibilities

  • Design and lead end-to-end AI-powered customer experience architectures on Google Cloud, defining scalable, secure, production-ready solution patterns.
  • Lead technical discovery and solution design during sales cycles, developing proposals and securing technical wins.
  • Architect and integrate CCaaS and AI-driven customer experience solutions across platforms such as Google CCAI, Amazon Connect, Genesys, and Twilio, with CRM, analytics, and automation systems.
  • Guide delivery teams from proof of concept to production, ensuring architectural consistency, delivery readiness, and high-quality outcomes.
  • Align Capgemini, Google, and partner teams on architecture and execution, acting as the technical bridge across business, sales, and delivery.
  • Drive continuous improvement by identifying opportunities to enhance performance, scalability, and customer experience outcomes through emerging AI capabilities.

Desired Qualifications

  • Strong communication and relationship-building skills with executive and technical audiences.
  • Google Cloud certifications, such as Professional Cloud Architect, Network Engineer, or ML Engineer.
  • Hands-on experience with Google GECX and Vertex AI.
  • Experience leading large-scale customer experience transformation programs.
  • Experience working with and managing partners in complex implementation projects, including hyperscalers.

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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