Director of AI-Powered Contact Center Transformation
PwC
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
Job summary
PwC in the United States seeks a Director of Contact Center Transformation to drive strategic direction, lead business development, and oversee multiple projects across advisory practice. You will mentor leaders, foster executive-level client relations, and guide the design of innovative contact center software leveraging AI and analytics.
A focus on quality, integrity, and commercial mindset is essential. You will collaborate with multidisciplinary teams to deliver cutting-edge solutions, drive
Qualifications
- Bachelor's degree required.
- At least 9 years of experience in contact center transformation or related fields.
Responsibilities
- Lead strategic initiatives for contact center transformation.
- Oversee AI-powered contact center solutions (Amazon Connect, Genesys CloudCX).
- Drive development and customization of contact center software.
- Manage omnichannel contact center implementations.
- Conduct discovery and analysis for opportunities in contact center architecture.
- Collaborate on UI development using AngularJS, React, and Vue.js.
- Utilize contact center analytics to inform decisions.
- Promote digital accessibility and human-centered design principles.
- Build relationships with stakeholders to gather customer insights.
- Mentor teams on best practices for contact center transformation.
Skills
Education
Tools
Job description
PwC in the United States seeks a Director of Contact Center Transformation to drive strategic direction, lead business development, and oversee multiple projects across advisory practice. You will mentor leaders, foster executive-level client relations, and guide the design of innovative contact center software leveraging AI and analytics.
A focus on quality, integrity, and commercial mindset is essential. You will collaborate with multidisciplinary teams to deliver cutting-edge solutions, drive
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
