Contact Center Transformation - Senior Manager

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Senior Manager

Job Description & Summary

The Opportunity

As a Contact Center Transformation - Senior Manager, you will lead the charge in transforming client contact centers by leveraging innovative technologies and strategies. Within our Advisory practice, you will play a pivotal role in enhancing client interactions and driving operational excellence. As a Senior Manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a strategic level to drive project success. You will motivate and coach teams to solve complex problems, applying sound judgment and developing high-performing, diverse, and inclusive teams.

In this role, you will be at the forefront of user interaction engineering, focusing on software and product innovation. You will work within the Commercial & Service Excellence network, utilizing data, analytics, and AI to deliver impactful solutions. Your ability to craft and convey clear, impactful messages will be essential in validating outcomes with clients and sharing alternative perspectives. By fostering a culture of continuous improvement and innovation, you will contribute to the overall success of the firm, confirming that client needs are met with precision and creativity.

Responsibilities

- Leading the transformation of contact center operations through innovative strategies and solutions
- Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions
- Utilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operations
- Developing and executing contact center strategies that align with client business objectives
- Overseeing the customization and development of user interfaces using AngularJS and React frameworks
- Conducting usability testing and user research to inform design improvements and enhance user experience
- Building and maintaining relationships with clients to identify and address operational challenges
- Promoting the adoption of omnichannel contact center implementations to improve service delivery
- Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
- Coaching and mentoring teams to foster a culture of continuous improvement and service excellence

What You Must Have

- At least a Bachelor's degree
- At least 7 years of experience

What Sets You Apart

- Demonstrating proficiency in AI-powered contact center solutions
- Utilizing Amazon Connect for seamless contact center operations
- Implementing omnichannel contact center strategies effectively
- Leading contact center transformation projects with innovative approaches
- Excelling in contact center analytics for data-driven decisions
- Designing user-centric interfaces with Human-Computer Interaction principles
- Developing high-performing teams through strategic coaching and feedback

Travel Requirements

Up to 60%

Job Posting End Date

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. 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

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. 

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.

Learn more about how we work: https://pwc.to/how-we-work

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