Contact Center Transformation - Director

PwC; Dallas (TX); On-site; USD 240,000 - 325,000; Full time

Benefits offered by this job

Annual discretionary bonus

Medical benefits

Dental benefits

Vision benefits

401k plan

Job summary

PwC seeks a Director for Contact Center Transformation to lead strategic direction, oversee AI-enabled solutions, and guide multi-project initiatives with executive client relations. You will mentor teams and drive improvements in client support experiences using data, analytics, and modern UX design practices.

The role emphasizes leadership, collaboration across multidisciplinary teams, and a commercial mindset to scale PwC’s contact center offerings while maintaining PwC’s standards of quality

Qualifications

• At least a Bachelor's degree.
• At least 9 years of experience.

Responsibilities

• Lead strategic initiatives for contact center transformation focusing on client support and service excellence.
• Oversee AI-powered contact center solutions including Amazon Connect and Genesys CloudCX.
• Drive development and customization of contact center software for enhanced user interaction.
• Manage omnichannel contact center implementations.
• Conduct discovery to identify opportunities for innovation in contact center architecture.
• Collaborate to design and develop UIs using AngularJS, React, and Vue.js.
• Utilize analytics to inform strategic decisions and improve workforce management.

Skills

Contact center transformation

AI integration

UX research

Stakeholder management

Leadership

Education

Bachelor’s degree

9+ years experience

Tools

Amazon Connect

Genesys CloudCX

AngularJS

React

Vue.js

Job description

The Opportunity

As a Contact Center Transformation - Director, you will lead the charge in revolutionizing user interaction engineering within our Advisory practice. Your role will involve setting strategic directions and overseeing the development of innovative software and product solutions that enhance client support experiences. As a Director, you will set the strategic direction and lead business development efforts. You make impactful decisions and oversee multiple projects, maintaining executive-level client relations. Translating the vision, you set the tone and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion, and a commercial mindset are all foundational to our success.

In this role at PwC, you will collaborate with multidisciplinary teams to deliver cutting-edge solutions in contact center technology, leveraging data, analytics, and AI to drive service excellence. Your leadership will be pivotal in fostering an environment where people and technology thrive together, ultimately maximizing client satisfaction and scaling efficiencies across the PwC Network.

Responsibilities

• Leading strategic initiatives for contact center transformation, focusing on client support and service excellence
• Overseeing the implementation of AI-powered contact center solutions, including Amazon Connect and Genesys CloudCX
• Driving the development and customization of contact center software to enhance user interaction and client satisfaction
• Managing omnichannel contact center implementation to optimize customer experience and streamline operations
• Conducting discovery and analysis to identify opportunities for innovation and improvement in contact center architecture
• Collaborating with teams to design and develop user interfaces using AngularJS, React, and Vue.js frameworks
• Utilizing contact center analytics to inform strategic decision-making and improve workforce management systems
• Promoting digital accessibility and human-centered design principles in the development of contact center solutions
• Building relationships with stakeholders to gather customer insights and drive strategic questioning for continuous improvement
• Mentoring teams in the application of best practices for contact center consulting and transformation initiatives

What You Must Have

• At least a Bachelor's degree
• At least 9 years of experience

What Sets You Apart

• Excelling in contact center transformation and strategy
• Utilizing AI-powered contact center solutions effectively
• Implementing Amazon Connect and Genesys CloudCX
• Leading omnichannel contact center implementations
• Developing customer experience (CX) strategies
• Conducting industry trend analysis for strategic insights
• Innovating in user experience (UX) design research

The salary range for this position is: $155,000 - $410,000. 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 anequal 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.