Contact Center Technology Senior Manager (CCaaS)

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.
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

Minimum Degree Required
Bachelor's Degree
Minimum Year(s) of Experience
9 year(s)
The Opportunity
As part of the Analytics and Insights team you are expected to lead the design and development of Contact Center AI solutions and Conversational AI solutions that improve customer engagement and satisfaction. As a Senior Manager you are expected to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a senior level to drive project success. You are also responsible for managing a team of AI consultants, data scientists, developers, and designers, and developing and implementing Contact Center AI & Conversational AI strategies.
Responsibilities
- Lead the design and development of AI solutions for contact centers
- Enhance customer engagement and satisfaction through innovative AI strategies
- Manage a team of AI consultants, data scientists, developers, and designers
- Develop and implement Contact Center AI and Conversational AI strategies
- Confirm operational excellence and senior client interaction
- Drive project success through strategic advising and process innovation
- Motivate and coach teams to solve complex problems
- Foster a culture of continuous improvement and excellence
What You Must Have
- Bachelor's Degree
- 9 years of experience
What Sets You Apart
- Bachelor's Degree in Linguistics, Computer and Information Science, Engineering preferred
- Proficiency in Contact Center AI and Conversational AI solutions
- Proven success managing AI development lifecycle
- Thorough understanding of data privacy and security regulations
- Experience with natural language processing (NLP) and machine learning (ML)
- Proficiency with cloud platforms like AWS, Google Cloud, or Microsoft Azure
- Experience with chatbot development frameworks like RASA or Microsoft Bot Framework
- Ability to lead and mentor a team of AI consultants, data scientists, developers, and designers
Learn more about how we work: https://pwc.to/how-we-work
PwC 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: https://pwc.to/H-1B-Lottery-Policy.
As 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: https://pwc.to/us-application-deadlines
The salary range for this position is: $124,000 - $280,000, 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: https://pwc.to/benefits-at-a-glance