frog - Director, Service & Contact Center Transformation

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Director, Service & Contact Center Transformation leads major customer-service and contact-center transformation programs for clients, covering operating models, customer experience, digital channels, workforce practices, technology and performance improvement. The role typically requires extensive consulting or transformation leadership experience, strong knowledge of contact-center operations and platforms, and a record of managing complex programs for senior stakeholders. Candidates should demonstrate commercial awareness, structured problem-solving, excellent communication and presentation skills, and the ability to lead multidisciplinary teams. Experience with customer experience strategy, automation, AI, cloud contact centers, CRM and service design is valuable. The position may also involve business development, proposal leadership, coaching consultants and occasional regional or international travel.

About the employer

Capgemini is a global business and technology transformation company headquartered in France, with operations across more than 50 countries. It helps organizations modernize technology, improve operations and create better customer and employee experiences. Its services include consulting, digital engineering, cloud, data and artificial intelligence, cybersecurity, enterprise applications and managed services. The frog brand operates within Capgemini and is known for experience design, innovation, branding and customer-centered transformation. Capgemini works with clients in industries such as financial services, telecommunications, consumer products, manufacturing, healthcare and the public sector. In Malaysia, the company supports regional and global delivery through consulting, technology implementation and business services teams. Employees can expect an international environment, structured career development and opportunities to work on large-scale transformation programs.

Working in Malaysia

Malaysia offers opportunities in Kuala Lumpur, Penang, Johor and other regional hubs, particularly in technology consulting, shared services, finance, engineering, digital delivery and customer operations. Kuala Lumpur provides the broadest professional market, modern infrastructure and international schools, while Penang is popular for technology, manufacturing and a more relaxed coastal lifestyle. Langkawi and Sabah offer attractive island and nature destinations, although senior corporate roles are less common there. Malaysian culture is multicultural, with Malay, Chinese, Indian and international influences; English is widely used in business. Living costs are generally moderate, though central Kuala Lumpur housing can be expensive. Foreign professionals normally need employer sponsorship for an Employment Pass, with approval requirements depending on salary and role. Candidates should confirm current immigration rules, tax obligations, healthcare coverage and relocation support before accepting an offer.