Director, Contact Center Transformation & AI-Driven Experience

PwC

Atlanta (GA)

On-site

USD 246,000 - 410,000

Full time

4 days ago

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Job summary

PwC is seeking a Director of Contact Center Transformation in Atlanta, GA to lead initiatives within the Customer Consulting group, shaping strategy, overseeing multiple engagements, and maintaining executive client relations. The role emphasizes AI fluency, digital tooling, and transforming contact center operations to maximize customer satisfaction.

Responsibilities include scoping and leading transformation programs, driving business growth, mentoring leaders, and collaborating across PwC

Qualifications

Bachelor's degree required
10+ years of experience preferred

Responsibilities

Lead strategic initiatives to transform contact center operations and enhance customer experience
Oversee multiple projects to drive business growth and improve client relations
Utilize AI fluency and digital tooling to innovate customer engagement strategies
Analyze customer journey data to identify opportunities for process improvement and increased customer loyalty
Develop customer value propositions that align with business objectives and enhance service excellence
Collaborate with teams to implement systemic thinking and strategic questioning in service design
Manage customer relationship management systems to optimize customer retention and satisfaction
Promote rapid experimentation and creativity to foster innovation in contact center solutions
Build relationships with stakeholders to support business process improvement and strategic mindset initiatives