Director of Contact Center Transformation & AI Solutions

PwC; Chicago (IL); On-site; USD 155,000 - 410,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid time off

Annual discretionary bonus

Job summary

PwC is seeking a Contact Center Transformation Director to lead strategic initiatives across advisory client engagements, shaping the direction of cloud-based contact center solutions and UX. You will mentor teams, drive business development, and maintain executive client relationships to deliver measurable service improvements.

You will oversee AI-powered implementations (Amazon Connect, Genesys CloudCX), omnichannel deployments, and analytics-driven workforce management, balancing innovation

Qualifications

• Bachelor's degree required.
• Minimum 9 years of experience in contact center transformation or related field.

Responsibilities

• Lead strategic initiatives for contact center transformation focusing on client support and service excellence.
• Oversee AI-powered contact center solutions deployments (Amazon Connect, Genesys CloudCX).
• Drive development and customization of contact center software to enhance 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 with teams to design and develop UI using AngularJS, React, and Vue.js.
• Utilize contact center analytics to inform strategic decisions and workforce management.
• Promote digital accessibility and human-centered design in contact center solutions.
• Build relationships with stakeholders to gather customer insights and drive strategic questions.
• Mentor teams in best practices for contact center consulting and transformation.

Skills

Leadership

AI in contact centers

CX strategy

UX research

AngularJS

React

Vue.js

Analytics

Education

Bachelor's degree

Tools

Amazon Connect

Genesys CloudCX

Job description

PwC is seeking a Contact Center Transformation Director to lead strategic initiatives across advisory client engagements, shaping the direction of cloud-based contact center solutions and UX. You will mentor teams, drive business development, and maintain executive client relationships to deliver measurable service improvements.

You will oversee AI-powered implementations (Amazon Connect, Genesys CloudCX), omnichannel deployments, and analytics-driven workforce management, balancing innovation