Contact Center Transformation - Director

PwC South Africa; New York (NY); On-site; Confidential; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Bonus eligibility

Travel opportunities

Job summary

PwC is seeking a Director to lead Contact Center Transformation within Advisory, guiding strategic direction and development of innovative software solutions that elevate client support experiences.

You will drive business development, manage executive client relations, and mentor leaders while overseeing multiple projects across contact center tech, data, analytics, and AI-driven improvements.

Qualifications

• Bachelor's degree is required.
• 9+ years of experience in relevant field or leadership roles.
• Experience in contact center transformation and AI-powered solutions.

Responsibilities

• Lead strategic initiatives for contact center transformation and client support excellence.
• Oversee implementation of AI-powered contact center solutions (Amazon Connect, Genesys CloudCX).
• Drive development and customization of contact center software to improve user interaction and client satisfaction.
• Manage omnichannel contact center implementations to optimize customer experience.
• Conduct discovery and analysis to identify opportunities for innovation in contact center architecture.
• Collaborate to design and develop UIs using AngularJS, React, and Vue.js frameworks.
• Use contact center analytics to inform strategic decisions and workforce management.
• Promote digital accessibility and human-centered design in solutions.
• Build stakeholder relationships to gather customer insights and drive improvements.
• Mentor teams in best practices for contact center transformation.

Skills

Strategic leadership

Client relations

AI for contact centers

Omnichannel experience

Education

Bachelor's degree

Tools

Amazon Connect

Genesys CloudCX

AngularJS

React

Vue.js

Job description

Industry/Sector Not Applicable Specialism Data, Analytics & AI Management Level Director Job Description & Summary 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

Travel Requirements

Up to 80%

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 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, 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.

To view other PwC job opportunities, visit pwc.com/careers.

Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.