Contact Center Transformation - Director

PwC; New York (NY); On-site; USD 155,000 - 410,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Paid holidays & vacation

Annual discretionary bonus

Job summary

PwC is seeking a Contact Center Transformation - Director to lead strategy and oversee development of software and product solutions that redefine client support experiences. You will guide business development, manage executive relationships, and mentor future leaders within PwC’s Advisory practice.

You will collaborate across multidisciplinary teams to deliver cutting-edge contact center tech, leveraging data, analytics, and AI to drive service excellence and scalability across the PwC Network.

Qualifications

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

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 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 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.

Skills

Leadership

Strategy

Mentoring

Client relations

Innovation

Education

Bachelor's degree

Tools

AngularJS

React

Vue.js

Amazon Connect

Genesys CloudCX

Analytics

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.