80,278 Director Of Contact Center jobs in the United States

At Music & Arts, we believe music ignites creativity and connects people. Our mission is to develop lifelong musicians by providing exceptional customer experiences. Whether in stores, contact centers, or online, our teams are united by a shared goal: to help people find their sound and fill the world with more music .

The Director of Contact Centers will lead the strategic oversight of contact center operations, driving revenue growth, customer retention, and satisfaction through a dual focus on sales excellence and customer success. This role requires a visionary leader adept at managing high-performing teams, optimizing sales and service processes, and leveraging industry trends to exceed business targets. The ideal candidate will foster strong client relationships, ensure customers derive maximum value from products/services, and align cross-functional collaboration to unify sales outcomes, customer success, and organizational goals. By balancing operational efficiency with a customer-centric approach, this leader will elevate both performance and long-term loyalty in a dynamic contact center environment.

What You’ll Do (Essential Functions)

• Drive unified sales and customer success strategies to achieve revenue targets, retention goals, and market expansion through data-driven market analysis and churn mitigation
• Design streamlined customer lifecycle processes (onboarding to renewal) to maximize satisfaction and loyalty
• Lead, mentor, and scale cross-functional teams (sales, customer success) with clear KPIs (e.g., conversion rates, NPS, retention) and a culture of accountability
• Partner cross-functionally to collaborate and align on strategies, relay customer feedback, and resolve service gaps
• Optimize workflows using tools (e.g., Salesforce) to enhance sales processes, automate reporting, and improve scalability
• Manage budgets, upsell/retention targets, and regulatory compliance while balancing cost-effective resource allocation
• Monitor KPIs to adjust strategies, predict trends, and align outcomes with business goals

Why Join Us:

Meaningful Mission: Make a tangible difference by contributing to a mission that celebrates the transformative power of music education.

Endless Opportunities: Explore a dynamic and supportive work environment where your contributions are valued and recognized, with ample opportunities for growth and development.

Passionate Community: Join a passionate community of music enthusiasts dedicated to making a positive impact in the lives of students and educators alike.

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda, MD and run by founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered printed music, music lessons, dance lessons, and art supplies. Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers -- a decision that remains intact to this day.

Since the 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers. In 2005, Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States. Based in Frederick, MD, Music & Arts is now part of the Guitar Center enterprise and comprises 225+ retail stores, 200+ educational representatives, and 250+ affiliate locations.

To  join  our  band,  you'll  need  the  following  experience:

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred
• 8+ years in sales leadership with 5+ years in a contact center environment
• Proficiency in CRM systems (e.g., Salesforce), AWS, and data analysis tools
• Proven track record of meeting/exceeding sales targets in a fast-paced settings

What Really Excites Us

Preferred:

• Strong leadership, communication, emotional intelligence, and negotiation abilities
• Strategic thinker with problem-solving agility and adaptability
• Expertise in interpreting financial metrics and operational data to drive strategic decisions
• Proven track record of cultivating teams that excel in sales/service environments, with a focus on metrics-driven accountability and employee engagement

Why Guitar Center? Here's just som e of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate:  $130,000 - $150,000/yr depending on background and experience.

This position is eligible to participate in the Music & Arts Company bonus program based on Company performance.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love  this  gig  and  want  to  apply?

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by sending an email to  .

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at no-style="text-align:left;">Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America, Pittsburgh, Pennsylvania, United States of America

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at are searching for the best talent for an Associate Director, Internal Contact Center Strategy to be located in Pittsburgh or Horsham, PA. 

#Li-Hybrid

Purpose:

The Associate Director, Internal Contact Center Strategy, will enhance programs and processes within Patient Service Center (PSC) for J&J's Innovative Medicine Immunology portfolio. As part of the PSC Innovation and Implementation team, you'll collaborate with Patient Engagement, Customer Solutions, and other teams to improve the patient journey, ensuring more patients start and stay on therapy. You'll also work with brand marketing, access, and field teams to deliver a patient-centric experience aligned with business goals. Your role involves identifying, co-creating, and optimizing solutions to support patients, enabling a seamless treatment initiation and ongoing support with minimal burden on office staff.

The Associate Director will be responsible for:

• Access Strategy: Identify, design and compliantly implement innovative solutions and shape the patient access services portfolio into a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.
• Collaborate: Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient access experience.
• Customer-Centric Design Process: Create and/or enhance a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge technology solutions.
• Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliant monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools; staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
• Program Optimization: Support the continued program enhancement and optimization with partner suppliers in accordance with regulations & internal policy.
• Goal Setting: Define and establish metrics and goals for access program awareness and utilization to drive accountability and share results with key stakeholders.
• Advancing Equity in Healthcare: Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
• Communications Planning: Support the planning efforts for communications (targeting, messaging, creative, channels) and training in support of existing programs - influencing indirectly through brand, patient and professional marketing teams.
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity.
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Requirements:

• Bachelor’s Degree required
• A minimum of 7 years of healthcare business experience
• A minimum of 3 yrs of experience in the pharmaceutical industry (patient access and affordability, healthcare patient experience, call center strategy and operations, understanding data and systems for payers, specialty pharmacy, providers, patient access vendors and financial support resources in the U.S. market)

Qualifications:

• Ability to lead without direct authority and influence a group of team members
• Applying an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider, and patients in reimbursement decisions and how they impact marketing, access, and affordability preferred
• Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient access programs preferred
• Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success is preferred
• Excellent communication and interpersonal skills, with the ability to simplify complex ideas, connect with audiences, and build strong relationships across all organizational levels
• Team oriented with strong collaboration skills to coordinate activities and build partnerships across internal and external organizations
• Resourceful problem-solver with a growth mindset, leveraging knowledge and resources to ensure customer satisfaction, embrace challenges, and persist through adversity
• Proactive and results-driven, with a strong sense of ownership and accountability for achieving goals
• Flexible and agile, able to adapt priorities and thrive in complex, changing environments
• Persistent and proactive in influencing others and overcoming resistance

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

The Director of the Patient Access Contact Center at Seattle Children's provides strategic and operational leadership for the organization's centralized ambulatory contact center operations. Reporting to the Associate Vice President, Access Operations, this role focuses on developing a modern contact center platform using a suite of tools to enable an outstanding patient scheduling experience. The Director will also be responsible for leading and developing a high-performing team dedicated to efficient and accurate patient registration, scheduling, insurance verification, and customer service for all points of entry into the healthcare system.
**Required Education and Experience**
+ Bachelor's Degree.
+ 5-7 years of progressive experience in customer service, patient relations, call center, or similar areas.
+ Experience supervising large teams in a fast-paced environment.
**Preferred**
+ Master's degree in a health-related field (i.e., MN, MHA, MBA, MPH).
+ Experience in pediatrics and/or an academic medical setting.
+ Experience in systems automation and Epic functionality
**Compensation Range**
$142,991.00 - $214,487.00 per year
**Salary Information**
This compensation range was calculated based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.
**Disclaimer for Out of State Applicants**
This compensation range is specific to Seattle, positions located outside of Seattle may be compensated differently depending on various factors **.**
**Benefits Information**
Seattle Children's offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Additional details on our benefits can be found on our website .
**About Us**
**Hope. Care. Cure. These three simple words capture what we do at Seattle Children's - to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE**
Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families' ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho - the largest region of any children's hospital in the country.
U.S. News & World Report consistently ranks Seattle Children's among the nation's best children's hospitals. For more than a decade, Seattle Children's has been nationally recognized in key specialty areas. We are honored to be one of the nation's very best places to care for children and the top-ranked pediatric hospital in Washington and the Pacific Northwest.
As a Magnet designated institution, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it's delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.
**Our Commitment**
Seattle Children's welcomes people of all experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our patients and families. Our organization recruits, employs, trains, compensates, and promotes based on merit without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
The people who work at Seattle Children's are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves.
Seattle Children's is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.

**ROLE TITLE:** **_Managing Consultant - Contact Center (_** _NYC, ATL, CHI, SFO)_
**_About the Enterprise Transformation team_**
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.
**YOUR ROLE**
As a Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations.
In this role you will play a key role in:
· Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
· Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
· Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
· Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
· Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
· Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
· Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.
**YOUR PROFILE**
_We would love to see a candidate with:_
8 years of experience in management consulting, transformation delivery, or enterprise service strategy roles.
· Deep expertise in customer service, contact center transformation, and/or service operations, with proven impact across strategic and executional dimensions.
· Track record of leading complex programs with cross-functional teams and managing senior client relationships.
· Strategic understanding of industry trends such as omnichannel engagement, AI-enabled service, workforce evolution, and digital customer experience.
· Familiarity with leading platforms (e.g., Genesys, NICE, Amazon Connect, Salesforce, Verint) and how they support strategic transformation.
· Excellent communication, leadership, and stakeholder management skills.
· Bachelor's degree required; MBA or equivalent graduate degree preferred.
Must have an awareness of how to Design, develop, and deploy AI-driven solutions to enhance decision-making, automate processes, and improve operational efficiency across the organization
**WHAT YOU'LL LOVE ABOUT WORKING HERE?**
**_Empowerment:_** _At Capgemini Invent, we:_
· _Lead the change and take initiative_
· _Find the work-life balance that suites us_
· _Craft or own path through learning and career development programs_
**_Energy:_** _At Capgemini Invent, we:_
· _Connect as a global community of 13,000 colleagues worldwide_
· _Celebrate our diverse perspectives and draw from strength from our differences_
· _Have fun by providing a range of clubs, events and get togethers to celebrate our wins and successes_
**_Experiences_** _:_ _At Capgemini Invent, we:_
· _Work internally and with clients to make a difference_
· _Push boundaries to reimagine what's possible_
· _Work to build a more sustainable and inclusive future_
**NEED TO KNOW**
_Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law._
_This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship._
**_Click the following link for more information on your rights as an Applicant:_** **_ CAPGEMINI**
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.
**Job:**
**Organization:** _INVENT PEOPLE S&T_
**Title:** _Capgemini Invent - Contact Center - Director_
**Location:** _NY-New York_
**Requisition ID:** _ _
**Other Locations:** _US-IL-Chicago, US-GA-Atlanta_

**ROLE TITLE:** **_Managing Consultant - Contact Center (_** _NYC, ATL, CHI, SFO)_
**_About the Enterprise Transformation team_**
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.
**YOUR ROLE**
As a Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations.
In this role you will play a key role in:
· Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
· Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
· Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
· Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
· Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
· Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
· Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.
**YOUR PROFILE**
_We would love to see a candidate with:_
8 years of experience in management consulting, transformation delivery, or enterprise service strategy roles.
· Deep expertise in customer service, contact center transformation, and/or service operations, with proven impact across strategic and executional dimensions.
· Track record of leading complex programs with cross-functional teams and managing senior client relationships.
· Strategic understanding of industry trends such as omnichannel engagement, AI-enabled service, workforce evolution, and digital customer experience.
· Familiarity with leading platforms (e.g., Genesys, NICE, Amazon Connect, Salesforce, Verint) and how they support strategic transformation.
· Excellent communication, leadership, and stakeholder management skills.
· Bachelor's degree required; MBA or equivalent graduate degree preferred.
Must have an awareness of how to Design, develop, and deploy AI-driven solutions to enhance decision-making, automate processes, and improve operational efficiency across the organization
**WHAT YOU'LL LOVE ABOUT WORKING HERE?**
**_Empowerment:_** _At Capgemini Invent, we:_
· _Lead the change and take initiative_
· _Find the work-life balance that suites us_
· _Craft or own path through learning and career development programs_
**_Energy:_** _At Capgemini Invent, we:_
· _Connect as a global community of 13,000 colleagues worldwide_
· _Celebrate our diverse perspectives and draw from strength from our differences_
· _Have fun by providing a range of clubs, events and get togethers to celebrate our wins and successes_
**_Experiences_** _:_ _At Capgemini Invent, we:_
· _Work internally and with clients to make a difference_
· _Push boundaries to reimagine what's possible_
· _Work to build a more sustainable and inclusive future_
**NEED TO KNOW**
_Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law._
_This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship._
**_Click the following link for more information on your rights as an Applicant:_** **_ CAPGEMINI**
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.
**Job:**
**Organization:** _INVENT PEOPLE S&T_
**Title:** _Capgemini Invent - Contact Center - Director_
**Location:** _NY-New York_
**Requisition ID:** _ _
**Other Locations:** _US-IL-Chicago, US-GA-Atlanta_

**ROLE TITLE:** **_Managing Consultant - Contact Center (_** _NYC, ATL, CHI, SFO)_
**_About the Enterprise Transformation team_**
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.
**YOUR ROLE**
As a Managing Consultant in the Enterprise Transformation team, you will lead strategic initiatives that reshape how organizations design and deliver customer service and contact center experiences. You will manage the full lifecycle of client engagements, from framing transformation strategies to overseeing successful delivery. This role requires a blend of strategic thinking, relationship management, team leadership, and subject matter depth in customer service and service operations.
In this role you will play a key role in:
· Serve as a trusted advisor to client executives, shaping strategic roadmaps for contact center modernization, service operating model evolution, and customer engagement transformation.
· Lead multi-disciplinary teams to deliver high-impact transformation programs, ensuring alignment with client objectives, timelines, and success metrics.
· Define and implement target state operating models, spanning channel strategy, interaction design, workforce transformation, performance management, and technology enablement.
· Drive the development of routing and deflection strategies, integrating AI, automation, and self-service to optimize experience and efficiency.
· Oversee the delivery of transformation initiatives from opportunity assessment through execution, including stakeholder engagement, change leadership, and capability development.
· Manage project economics and delivery excellence while mentoring junior consultants and contributing to team growth.
· Contribute to Capgemini Invent thought leadership, go-to-market development, and business development in the service transformation space.
**YOUR PROFILE**
_We would love to see a candidate with:_
8 years of experience in management consulting, transformation delivery, or enterprise service strategy roles.
· Deep expertise in customer service, contact center transformation, and/or service operations, with proven impact across strategic and executional dimensions.
· Track record of leading complex programs with cross-functional teams and managing senior client relationships.
· Strategic understanding of industry trends such as omnichannel engagement, AI-enabled service, workforce evolution, and digital customer experience.
· Familiarity with leading platforms (e.g., Genesys, NICE, Amazon Connect, Salesforce, Verint) and how they support strategic transformation.
· Excellent communication, leadership, and stakeholder management skills.
· Bachelor's degree required; MBA or equivalent graduate degree preferred.
Must have an awareness of how to Design, develop, and deploy AI-driven solutions to enhance decision-making, automate processes, and improve operational efficiency across the organization
**WHAT YOU'LL LOVE ABOUT WORKING HERE?**
**_Empowerment:_** _At Capgemini Invent, we:_
· _Lead the change and take initiative_
· _Find the work-life balance that suites us_
· _Craft or own path through learning and career development programs_
**_Energy:_** _At Capgemini Invent, we:_
· _Connect as a global community of 13,000 colleagues worldwide_
· _Celebrate our diverse perspectives and draw from strength from our differences_
· _Have fun by providing a range of clubs, events and get togethers to celebrate our wins and successes_
**_Experiences_** _:_ _At Capgemini Invent, we:_
· _Work internally and with clients to make a difference_
· _Push boundaries to reimagine what's possible_
· _Work to build a more sustainable and inclusive future_
**NEED TO KNOW**
_Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law._
_This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship._
**_Click the following link for more information on your rights as an Applicant:_** **_ CAPGEMINI**
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.
**Job:**
**Organization:** _INVENT PEOPLE S&T_
**Title:** _Capgemini Invent - Contact Center - Director_
**Location:** _NY-New York_
**Requisition ID:** _ _
**Other Locations:** _US-IL-Chicago, US-GA-Atlanta_

**Specialty/Competency:** Data, Analytics & AI
**Industry/Sector:** Not Applicable
**Time Type:** Full time
**Travel Requirements:** Up to 80%
At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals.
In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.
Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
+ Lead in line with our values and brand.
+ Develop new ideas, solutions, and structures; drive thought leadership.
+ Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
+ Balance long-term, short-term, detail-oriented, and big picture thinking.
+ Make strategic choices and drive change by addressing system-level enablers.
+ Promote technological advances, creating an environment where people and technology thrive together.
+ Identify gaps in the market and convert opportunities to success for the Firm.
+ Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.
The Opportunity
As part of the Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.
Responsibilities
- Lead the design and development of Contact Center AI solutions
- Improve customer engagement and satisfaction through AI technologies
- Reduce customer service costs and increase operational efficiency
- Set strategic direction for the Digital Contact Solutions team
- Oversee multiple projects confirming impactful client relations
- Drive business development efforts within the AI domain
- Maintain executive-level client relationships
- Mentor and guide team members in AI and technology leading practices
What You Must Have
- Bachelor's Degree
- 12 years of experience
What Sets You Apart
- Leading design and development of Contact Center AI solutions
- Leading a team of Cloud Contact Center and AI consultants
- Leading end-to-end solution delivery lifecycle
- Developing Contact Center AI strategies for business growth
- Aligning Contact Center solutions with company goals and regulations
- Demonstrating technical product leadership with AI providers
- Leading development of proof of concepts for clients
- Managing global data and analytics teams
- Structuring and facilitating client presentations
Learn more about how we work: does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: salary range for this position is: $155,000 - $410,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link:

**Specialty/Competency:** Data, Analytics & AI
**Industry/Sector:** Not Applicable
**Time Type:** Full time
**Travel Requirements:** Up to 80%
At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals.
In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.
Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
+ Lead in line with our values and brand.
+ Develop new ideas, solutions, and structures; drive thought leadership.
+ Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
+ Balance long-term, short-term, detail-oriented, and big picture thinking.
+ Make strategic choices and drive change by addressing system-level enablers.
+ Promote technological advances, creating an environment where people and technology thrive together.
+ Identify gaps in the market and convert opportunities to success for the Firm.
+ Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.
The Opportunity
As part of the Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.
Responsibilities
- Lead the design and development of Contact Center AI solutions
- Improve customer engagement and satisfaction through AI technologies
- Reduce customer service costs and increase operational efficiency
- Set strategic direction for the Digital Contact Solutions team
- Oversee multiple projects confirming impactful client relations
- Drive business development efforts within the AI domain
- Maintain executive-level client relationships
- Mentor and guide team members in AI and technology leading practices
What You Must Have
- Bachelor's Degree
- 12 years of experience
What Sets You Apart
- Leading design and development of Contact Center AI solutions
- Leading a team of Cloud Contact Center and AI consultants
- Leading end-to-end solution delivery lifecycle
- Developing Contact Center AI strategies for business growth
- Aligning Contact Center solutions with company goals and regulations
- Demonstrating technical product leadership with AI providers
- Leading development of proof of concepts for clients
- Managing global data and analytics teams
- Structuring and facilitating client presentations
Learn more about how we work: does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: salary range for this position is: $155,000 - $410,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link:

**Specialty/Competency:** Data, Analytics & AI
**Industry/Sector:** Not Applicable
**Time Type:** Full time
**Travel Requirements:** Up to 80%
At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals.
In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.
Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
+ Lead in line with our values and brand.
+ Develop new ideas, solutions, and structures; drive thought leadership.
+ Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
+ Balance long-term, short-term, detail-oriented, and big picture thinking.
+ Make strategic choices and drive change by addressing system-level enablers.
+ Promote technological advances, creating an environment where people and technology thrive together.
+ Identify gaps in the market and convert opportunities to success for the Firm.
+ Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.
The Opportunity
As part of the Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.
Responsibilities
- Lead the design and development of Contact Center AI solutions
- Improve customer engagement and satisfaction through AI technologies
- Reduce customer service costs and increase operational efficiency
- Set strategic direction for the Digital Contact Solutions team
- Oversee multiple projects confirming impactful client relations
- Drive business development efforts within the AI domain
- Maintain executive-level client relationships
- Mentor and guide team members in AI and technology leading practices
What You Must Have
- Bachelor's Degree
- 12 years of experience
What Sets You Apart
- Leading design and development of Contact Center AI solutions
- Leading a team of Cloud Contact Center and AI consultants
- Leading end-to-end solution delivery lifecycle
- Developing Contact Center AI strategies for business growth
- Aligning Contact Center solutions with company goals and regulations
- Demonstrating technical product leadership with AI providers
- Leading development of proof of concepts for clients
- Managing global data and analytics teams
- Structuring and facilitating client presentations
Learn more about how we work: does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: salary range for this position is: $155,000 - $410,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: