Digital Contact & Services Director (CCaaS)

PwC; Texas; On-site; USD 155,000 - 410,000; Full time

Job summary

PwC seeks a Digital Contact & Services Director to lead the development of AI-driven solutions enhancing customer service. The ideal candidate will utilize extensive experience in data analytics and AI to drive business growth and mentor teams, ensuring client satisfaction and operational efficiency across multiple projects.

Benefits

Medical, dental, vision coverage

401k plan

Vacation and holiday pay

Qualifications

• 12 years of experience required.
• Experience in leading teams.
• Proven ability to drive business growth through AI.

Responsibilities

• Lead the design and development of AI solutions for Contact Centers.
• Drive business development efforts and maintain executive-level client relations.
• Mentor team members on AI and technology practices.

Skills

Leadership

Problem Solving

Strategic Thinking

AI Knowledge

Data Analysis

Education

Bachelor's Degree

Job description

Digital Contact & Services Director (CCaaS)

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Digital Contact & Services Director (CCaaS)

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Join to apply for the Digital Contact & Services Director (CCaaS) role at PwC

Specialty/Competency: Data, Analytics & AI

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 80%

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.

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. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.
  
  

The Opportunity

As part of the Data and Analytics team you are expected to lead 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. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.

Responsibilities

• Lead the design and development of Contact Center AI solutions
• Improve customer engagement and satisfaction through AI technologies
• Reduce customer service costs and increase operational efficiency
• Set strategic direction for the Digital Contact Solutions team
• Oversee multiple projects confirming impactful client relations
• Drive business development efforts within the AI domain
• Maintain executive-level client relationships
• Mentor and guide team members in AI and technology leading practices
  
  

What You Must Have

• Bachelor's Degree
• 12 years of experience
  
  

What Sets You Apart

• Leading design and development of Contact Center AI solutions
• Leading a team of Cloud Contact Center and AI consultants
• Leading end-to-end solution delivery lifecycle
• Developing Contact Center AI strategies for business growth
• Aligning Contact Center solutions with company goals and regulations
• Demonstrating technical product leadership with AI providers
• Leading development of proof of concepts for clients
• Managing global data and analytics teams
• Structuring and facilitating client presentations
  
  

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

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  Accounting, Financial Services, and Business Consulting and Services

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