Director, AI-Powered Contact Center Transformation

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

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Paid holidays & vacation

Annual discretionary bonus

Job summary

PwC is seeking a Contact Center Transformation - Director to lead strategy and oversee development of software and product solutions that redefine client support experiences. You will guide business development, manage executive relationships, and mentor future leaders within PwC’s Advisory practice.

You will collaborate across multidisciplinary teams to deliver cutting-edge contact center tech, leveraging data, analytics, and AI to drive service excellence and scalability across the PwC Network.

Qualifications

• At least a Bachelor's degree.
• At least 9 years of experience.

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 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 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.

Skills

Leadership

Strategy

Mentoring

Client relations

Innovation

Education

Bachelor's degree

Tools

AngularJS

React

Vue.js

Amazon Connect

Genesys CloudCX

Analytics

Job description

PwC is seeking a Contact Center Transformation - Director to lead strategy and oversee development of software and product solutions that redefine client support experiences. You will guide business development, manage executive relationships, and mentor future leaders within PwC’s Advisory practice.

You will collaborate across multidisciplinary teams to deliver cutting-edge contact center tech, leveraging data, analytics, and AI to drive service excellence and scalability across the PwC Network.