At a Glance
- Tasks: Lead the design and implementation of innovative Amazon Connect solutions for transformative customer experiences.
- Company: Join Capgemini, a global leader in tech transformation with a focus on ethical practices.
- Benefits: Enjoy a supportive work environment, wellbeing initiatives, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to innovation and sustainability.
- Why this job: Make a real impact by solving complex challenges in the Contact Center space.
- Qualifications: 5-10 years in consulting with expertise in Amazon Connect and Contact Center operations.
The predicted salary is between 75600 - 92400 £ per year.
Capgemini’s Business Services Global Business Line is seeking an experienced Amazon Connect GTM & Solutions Lead to drive strategy, solution design, and market growth for our Contact Center transformation offerings. This role is ideal for a dynamic leader passionate about Customer Experience, digital transformation, and solving complex Contact Center challenges using Amazon Connect and next‑gen CCaaS solutions.
Key Responsibilities
- Solutioning & Delivery
- Build, design, and implement Amazon Connect CCaaS solutions for large, multi‑client environments.
- Develop comprehensive Contact Center solutions including telephony, CRM, KM, IVR, ACD, WFM, QA, training, performance management, and workforce models.
- Transform proposed solutions into executable delivery plans across operations, technology, and workforce domains.
- Lead the development of end‑to‑end operational strategies aimed at enhancing customer and client experience.
- Consulting & GTM Leadership
- Serve as the strategic lead for Amazon Connect‑based pursuits during the pre sales and solutioning phases.
- Assess client challenges and provide data-driven, outcome‑oriented recommendations.
- Participate in shaping GTM strategies, service offerings, and transformation assets.
- Team Leadership & Enablement
- Manage consultants and transformation teams involved in Contact Center design and implementation.
- Contribute to operating model design, service standards, staffing pyramids, and team readiness.
- Guide and mentor teams to ensure high‑quality delivery and operational excellence.
- Commercial & Technical Expertise
- Conduct commercial modeling, effort estimation, solution sizing, and dependencies/assumption mapping.
- Provide expert knowledge of Contact Center ecosystems including Amazon Connect, Genesys Cloud, and associated applications.
- Apply process improvement methodologies to optimize delivery and performance.
- CX & Continuous Improvement
- Drive client CX transformation initiatives by identifying opportunities to streamline processes and enhance engagement.
- Champion innovation and best practices within Contact Center operations and technology infrastructure.
Qualifications and Experience
- 5 to 10 years of consulting or relevant experience delivering Contact Center technology solutions with a strong focus on Amazon Connect.
- 7 to 10 years of hands-on experience in BPO or multi‑client Contact Center operations using Amazon Connect or other cloud CCaaS platforms such as Genesys Cloud.
- Proven experience in Contact Center solution architecture, technical design, and operational transformation.
- Strong understanding of Contact Center operations including WFM, KM, QA, CRM, IVR, ACD, analytics, contract & vendor management.
- Demonstrated ability to lead teams, execute transformation roadmaps, and deliver measurable business outcomes.
Your security clearance
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.
We are a Disability Confident Employer
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt in during the application process.
Make it real – what does it mean for you?
You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for us to achieve our organisational ambitions.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries.
Amazon Connect GTM & Solutions Lead in Birmingham employer: Capgemini
Capgemini is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of London. With a hybrid working model, employees enjoy the flexibility of blending office, client site, and home working, while also benefiting from extensive growth opportunities and professional development within the Capital Markets sector. Join us to be part of a team that values governance excellence and empowers you to make a meaningful impact in complex programme environments.
StudySmarter Expert Advice🤫
We think this is how you could land Amazon Connect GTM & Solutions Lead in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capgemini. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capgemini before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Amazon Connect GTM & Solutions Lead in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capgemini:Your cover letter is your chance to shine! Tell us why you want to work at Capgemini specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capgemini!
How to prepare for a job interview at Capgemini
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
