Senior Consultant – Contact Center

Minor Hotels Europe and Americas

Consultant supporting the design and delivery of AI-enabled contact center solutions at Capgemini Invent. Working with clients to improve customer interactions using conversational AI and modern agent tools.

Posted 5/28/2026full-timeNew York City • Illinois, New Jersey, New York, Texas, Washington • 🇺🇸 United StatesSenior💰 $112,600 - $212,700 per yearWebsite

About the role

Key responsibilities & impact

Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Requirements

What you’ll need

3–5 years of experience in consulting, product management, digital transformation, or technology delivery roles
Experience supporting conversational AI, chatbots, virtual assistants, or digital self‑service implementations
Familiarity with contact center platforms and ecosystems (e.g., Genesys, NICE, Amazon Connect, Salesforce, Kore.ai) and AI‑enabled service capabilities such as agent assist, knowledge retrieval, automation, or intelligent routing
Understanding of product management and agile delivery principles, including roadmap planning and backlog prioritization
Strong analytical, communication, and collaboration skills

Benefits

Comp & perks

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

conversational AIintent modelingdialog designservice journeysself-service automationAI-powered agent assistworkflow orchestrationknowledge retrievalfeature prioritizationagile delivery

Soft Skills

analytical skillscommunication skillscollaboration skills