# Next Gen Contact Center Strategist

**Company**: Capgemini
**Location**: Chennai
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/geDLDjiFVrkHPcU2pZUdqJ/hybrid-next-gen-contact-center-strategist-in-chennai-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e9f91894-f67

## Description

We are hiring a senior Contact Center Transformation Leader to define and drive the next-generation strategy for a multi-country Genesys-based Contact Center estate.

This is not a developer role , it is a strategic, architecture-led, CX transformation role working directly with the Group Contact Center Head.

The successful candidate will lead the end-to-end strategy for modernizing Genesys across Singapore, Hong Kong, Malaysia, India, and the new expansion into Thailand. They will define the future-state CC architecture, operating model, and transformation roadmap.

Key responsibilities include:

- Driving the introduction of Conversational AI, starting with voice-led onboarding journeys on Cognigy

- Orchestrating regional CC modernization, ensuring consistency and scalability across markets

- Steering the transition away from the incumbent (Infy) and positioning CG as the strategic CC partner

- Laying the foundation for an AI-driven, omni-channel customer experience across the region

We are looking for a candidate with 10+ years in Contact Center platforms and transformation, deep experience in Genesys Cloud / Genesys Engage strategy, and strong background in Conversational AI, voice automation, and vendor transition.

## Skills

### Required
- Genesys Cloud
- Genesys Engage
- Conversational AI
- Voice Automation
- Vendor Transition

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/geDLDjiFVrkHPcU2pZUdqJ/hybrid-next-gen-contact-center-strategist-in-chennai-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)