Director of Contact Center Transformation & AI Solutions
PwC
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Benefits offered by this job
Job summary
PwC seeks a Director for Contact Center Transformation to lead strategic direction, oversee AI-enabled solutions, and guide multi-project initiatives with executive client relations. You will mentor teams and drive improvements in client support experiences using data, analytics, and modern UX design practices.
The role emphasizes leadership, collaboration across multidisciplinary teams, and a commercial mindset to scale PwC’s contact center offerings while maintaining PwC’s standards of quality
Qualifications
- At least a Bachelor's degree.
- At least 9 years of experience.
Responsibilities
- Lead strategic initiatives for contact center transformation focusing on client support and service excellence.
- Oversee AI-powered contact center solutions including Amazon Connect and Genesys CloudCX.
- Drive development and customization of contact center software for enhanced user interaction.
- Manage omnichannel contact center implementations.
- Conduct discovery to identify opportunities for innovation in contact center architecture.
- Collaborate to design and develop UIs using AngularJS, React, and Vue.js.
- Utilize analytics to inform strategic decisions and improve workforce management.
Skills
Education
Tools
Job description
PwC seeks a Director for Contact Center Transformation to lead strategic direction, oversee AI-enabled solutions, and guide multi-project initiatives with executive client relations. You will mentor teams and drive improvements in client support experiences using data, analytics, and modern UX design practices.
The role emphasizes leadership, collaboration across multidisciplinary teams, and a commercial mindset to scale PwC’s contact center offerings while maintaining PwC’s standards of quality
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