Senior Associate - Contact Center Transformation Strategy

PwC; Dallas (TX); On-site; USD 77,000 - 202,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

PwC in Dallas is seeking a Contact Center Transformation Strategy Senior Associate to support strategy engagements for contact center operations. You will shape service models, processes, and transformation priorities across client engagements, mentoring junior staff along the way.

Strong analytical and client-management skills are essential. You will analyze data, synthesize insights, and deliver work aligned with client needs, using AI tools and digital analytics to accelerate strategies.

Qualifications

• Bachelor's degree required.
• Experience in strategy consulting within professional services.

Responsibilities

• Analyze contact center operating models, service workflows, and transformation opportunities to shape strategy recommendations.
• Develop workstream deliverables translating research, benchmarking, and data analysis into client-ready outputs.
• Use business analysis and process improvement to identify efficiency gains, service gaps, and risks.
• Interpret customer insight and market signals to inform transformation priorities and growth opportunities.
• Apply analytical thinking and planning to support design and implementation of operating models.
• Present findings and recommendations to client stakeholders in a concise, structured format.
• Review work products for accuracy and alignment to project objectives.
• Support team members through feedback and issue resolution across workstreams.
• Leverage AI fluency, digital tooling, and data analytics to accelerate research and solution development.
• Build familiarity with contact center operations and customer strategy to strengthen delivery.

Skills

Strategy consulting

Data analytics

Stakeholder management

Mentoring

Education

Bachelor's degree

Job description

PwC in Dallas is seeking a Contact Center Transformation Strategy Senior Associate to support strategy engagements for contact center operations. You will shape service models, processes, and transformation priorities across client engagements, mentoring junior staff along the way.

Strong analytical and client-management skills are essential. You will analyze data, synthesize insights, and deliver work aligned with client needs, using AI tools and digital analytics to accelerate strategies.