Contact Center Transformation - Manager

About the role

As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs. As a Manager, you will guide and develop teams, fostering leadership and strategic planning skills. You will be accountable for managing client service accounts, mentoring junior staff, and confirming project success through strategic execution. Your ability to inspire and motivate others will be crucial in delivering quality outcomes and identifying opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, embracing technology and innovation to enhance delivery and encourage others to do the same. In this role, you will have the opportunity to work within our Contact Centre Technology sector, driving transformation and innovation in client support. Your contributions will be pivotal in shaping the future of client interactions, making a significant impact within the PwC Acceleration Center.

Responsibilities

• Leading contact center transformation initiatives and managing client expectations
• Guiding teams in the strategic planning and execution of user interaction engineering projects
• Utilizing AngularJS, React, and Vue.js frameworks to enhance user interface design and development
• Conducting discovery sessions to gather functional requirements and create mock-ups
• Developing and customizing product designs to improve customer experience and service excellence
• Promoting digital accessibility and human-centered design principles across projects
• Building and maintaining relationships with stakeholders to identify and address user experience challenges
• Overseeing usability testing and user research to inform design decisions and optimize workflow development
• Validating data integrity and compliance within user interface frameworks
• Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions
• What You Must Have
• At least a Bachelor's degree
• At least 5 years of experience
• What Sets You Apart
• Utilizing AngularJS and React for dynamic UI development
• Designing user interfaces with Figma and HTML5
• Conducting usability testing and user experience research
• Developing customer experience strategies and insights
• Embracing change and fostering innovation in projects
• Mentoring teams in human-centered design principles
• Analyzing industry trends to enhance service excellence
• PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
• Learn more about how we work: https://pwc.to/how-we-work
• Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for

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