Senior Associate, Conversational & Agentic AI for CX
PwC
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Descrizione del lavoro
PwC in Chicago seeks a Conversational AI and Agentic AI - Senior Associate to design and deliver contact center technology solutions, improving customer interactions and automating workflows across AI, IVR modernization, CCaaS, and analytics.
You will analyze complex problems, mentor junior teammates, and collaborate with analytics, development, and product teams to shape AI-enabled experiences and delivery plans.
Competenze
- Bachelor's degree required.
- 4+ years of experience required.
Mansioni
- Design conversational AI and agentic AI solutions for contact center use cases (virtual agents, routing, agent assist).
- Translate client needs into functional requirements, user flows, and interaction designs.
- Conduct discovery sessions, workflow analysis, and user research to identify pain points and define future-state solutions.
- Develop mock-ups, prototypes, and design specs using modern UI design tools and front-end frameworks.
- Apply human-centered design, usability testing, and accessibility principles to improve adoption across channels.
- Collaborate with analytics, development, and product teams to shape AI-enabled experiences and delivery plans.
- Review configuration and development activities across contact center platforms and conversational interfaces.
- Analyze user feedback, behavioral data, and industry trends to refine design choices and recommendations.
- Mentor junior team members on interaction design methods and client delivery workstreams.
Formazione
Descrizione del lavoro
PwC in Chicago seeks a Conversational AI and Agentic AI - Senior Associate to design and deliver contact center technology solutions, improving customer interactions and automating workflows across AI, IVR modernization, CCaaS, and analytics.
You will analyze complex problems, mentor junior teammates, and collaborate with analytics, development, and product teams to shape AI-enabled experiences and delivery plans.
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