Digital Contact & Services Director (CCaaS)

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

Job summary

Lensa seeks a Digital Contact & Services Director to lead the implementation of advanced data analytics and AI to enhance customer interaction and drive business growth. The ideal candidate will leverage their extensive experience in cloud technologies and contact center solutions to influence strategic initiatives, ensuring alignment with company goals while fostering a collaborative environment for innovation.

Qualifications

• Minimum 12 years of experience in relevant field.
• Experience with Cloud Contact Center and Conversational AI platforms.
• Demonstrated leadership in technology solutions.

Responsibilities

• Support and evolve team processes to drive efficiency.
• Identify market gaps and create value propositions.
• Drive user engagement and growth through innovative strategies.

Skills

Analytical skills

Leadership

Customer Engagement

Cloud Contact Center

Conversational AI

Data Visualization

AI/ML Techniques

Education

Bachelor Degree

Job description

Digital Contact & Services Director (CCaaS)

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Specialty/Competency: Data, Analytics & AI

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 80%

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.

As part of our Analytics and Insights Consumption team, you’ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

Responsibilities

As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Support team to disrupt, improve and evolve ways of working when necessary.
• Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.
• Identify gaps in the market and spot opportunities to create value propositions.
• Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.
• Create an environment where people and technology thrive together to accomplish more than they could apart.
• I promote and encourage others to value difference when working in diverse teams.
• Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.
• Influence and facilitate the creation of long-term relationships which add value to the firm.
• Uphold the firm's code of ethics and business conduct.
  
  

Basic Qualifications

Minimum Degree Required

Bachelor Degree

Minimum Year(s) Of Experience

12 year(s)

Preferred Knowledge/Skills

Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in the majority of the following areas:

• Leading the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency;
• Leading a team of Cloud Contact Center, IVR and Conversational AI consultants, designers and developers providing guidance, support, and mentoring to analyze that the team is aligned with the company's strategic goals;
• Leading the end-to-end solution delivery lifecycle, from solution strategy, architecture and design to testing, deployment, and maintenance;
• Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue;
• Working closely with stakeholders across the organization to assess that Contact Center and Conversational AI solutions are aligned with company goals and values, and meet regulatory requirements;
• Working in Contact-Center-as-a-Service and/or Conversational AI full lifecycle programs, with a track record of delivering projects to production
• Demonstrating technical product leadership experience with providers such as AWS Lex/Connect, Kore.ai, Nuance, NICE CXOne and overall modern contact center AI and tech architecture.
• Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;
• Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis;
• Structuring, writing, communicating, and facilitating client presentations; and
• Directing staff through coaching, providing feedback, and guiding work performance.
  
  

Demonstrates Thought-leader Abilities And/or a Proven Record Of Success Learning And Performing In Functional And Technical Capacities, Including The Following Areas

• Specific experience with conversational AI and CCaaS platforms, such as Nuance, MSFT DCCP, Amazon Lex/Connect, Kore.ai, Omilia, NICE, Google CCAI/Dialogflow;
• Understanding and experience with Contact Center technology ecosystem, non functional capabilities such as High Availability, CI/CD, Security etc.;
• Using AI, data and cloud in Contact Center solution optimization; and architecting standard integration architecture with CRM, Workforce & Quality management, Reporting apart from core backend systems;
• Understanding of data privacy and security regulations and standard industry practices;
• Working with client and PwC team to understand their strategic intent and selecting the appropriate solutions and architecture;
• Using voice user interface (VUI) design and development;
• Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure;
• Using bot development and orchestration frameworks, such as RASA or Bot Framework;
• Developing AI solutions for multilingual audiences;
• Understanding or hands on experience with Lex/Connect, Nuance, CCAI etc.;
• Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;
• Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis;
• Structuring, writing, communicating and facilitating client presentations; and,
• Directing associates / senior associates through coaching, providing feedback, and guiding work performance.
  
  

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

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.

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.

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

The salary range for this position is: $155,000 - $410,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. 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

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  IT Services and IT Consulting

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