Conversational AI and Agentic AI - Senior Manager

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Holiday pay

Vacation

Sick leave

Job summary

PwC South Africa seeks a Senior Manager to lead Conversational AI and Agentic AI initiatives within Advisory. You will drive AI-powered solutions, mentor teams, and work with multi-disciplinary groups to deliver client-focused outcomes.

You will guide strategic planning, usability testing, and data integrity across AI platforms while ensuring operational excellence and client satisfaction. Travel up to 60% may be required.

Qualifications

• Bachelor's degree required.
• 7+ years of experience in AI, advisory, or related roles.
• Experience leading AI-powered contact center projects and client engagements.

Responsibilities

• Lead development and implementation of AI-powered contact center solutions.
• Guide teams in strategic planning and execution of user interaction projects.
• Utilize Dialogflow and Amazon Lex for NLP and interface development.
• Design and prototype UI using Figma and related tools.
• Conduct usability testing and user research to inform design decisions.
• Collaborate with cross-functional teams to tailor products for clients.
• Analyze industry trends to drive strategic decisions.
• Build and maintain stakeholder relationships to ensure project success.
• Coach and mentor team members to foster innovation and excellence.
• Validate data integrity and security within AI/analytics frameworks.

Skills

AI leadership

Stakeholder management

Coaching & mentoring

User research

Usability testing

Requirements analysis

Education

Bachelor's degree

Tools

Dialogflow

Amazon Lex

Azure OpenAI

ChatGPT

Figma

Job description

Senior Manager, Conversational AI and Agentic AI

As a Conversational AI and Agentic AI - Senior Manager, you will lead the charge in developing innovative user interaction engineering solutions within our Advisory practice. You will be at the forefront of software and product innovation, driving the creation of cutting-edge AI solutions that enhance client experiences and streamline operations. Your role will involve collaborating with multidisciplinary teams to design, develop, and implement AI-driven strategies that align with our clients' business objectives. As a Senior Manager, you will leverage your strategic advising skills and industry knowledge to influence project outcomes and drive success. You will be responsible for building trust with clients and teams, motivating and coaching them to solve complex problems. Your ability to apply sound judgment and communicate effectively will be crucial in developing high-performing, diverse, and inclusive teams that contribute to the overall success of our firm. In this role at PwC, you will have the opportunity to innovate processes and lead large projects, confirming operational excellence and delivering quality results. Your commitment to excellence and ability to navigate complex challenges will be key in shaping the future of AI solutions within our Advisory practice.

Responsibilities

• Leading the development and implementation of AI-powered contact center solutions to enhance client interactions
• Guiding teams in the strategic planning and execution of user interaction engineering projects
• Utilizing Dialogflow and Amazon Lex for natural language processing and interface development
• Designing and prototyping user interfaces using Figma and other UI design tools
• Conducting usability testing and user research to inform design decisions and improve user experience
• Collaborating with cross-functional teams to customize and develop products that meet client needs
• Analyzing industry trends to inform strategic decisions and maintain competitive advantage
• Building and maintaining relationships with stakeholders to drive project success and client satisfaction
• Coaching and mentoring team members to foster a culture of innovation and continuous improvement
• Validating data integrity and security within AI and analytics frameworks to support operational excellence

What You Must Have

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

What Sets You Apart

• Utilizing AI-powered contact center solutions for client support
• Developing natural language interfaces with Dialogflow and Amazon Lex
• Implementing Agentic AI protocols in customer interaction systems
• Designing voice interfaces using Azure OpenAI and ChatGPT
• Creating user-centric designs with Figma and Human-Centered Design principles
• Conducting usability testing and workflow analysis for service excellence
• Leading strategic questioning and storytelling to drive client engagement

Travel Requirements

Up to 60%

Compensation and Benefits

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.

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.

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.