Director, AI-Powered Contact Center Transformation

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

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.