Contact Center Transformation - Senior Manager

About the role

As a Contact Center Transformation - Senior Manager, you will lead the charge in transforming client contact centers by leveraging innovative technologies and strategies. Within our Advisory practice, you will play a pivotal role in enhancing client interactions and driving operational excellence. As a Senior Manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a strategic level to drive project success. You will motivate and coach teams to solve complex problems, applying sound judgment and developing high-performing, diverse, and inclusive teams. In this role, you will be at the forefront of user interaction engineering, focusing on software and product innovation. You will work within the Commercial & Service Excellence network, utilizing data, analytics, and AI to deliver impactful solutions. Your ability to craft and convey clear, impactful messages will be essential in validating outcomes with clients and sharing alternative perspectives. By fostering a culture of continuous improvement and innovation, you will contribute to the overall success of the firm, confirming that client needs are met with precision and creativity.

Responsibilities

• Leading the transformation of contact center operations through innovative strategies and solutions
• Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions
• Utilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operations
• Developing and executing contact center strategies that align with client business objectives
• Overseeing the customization and development of user interfaces using AngularJS and React frameworks
• Conducting usability testing and user research to inform design improvements and enhance user experience
• Building and maintaining relationships with clients to identify and address operational challenges
• Promoting the adoption of omnichannel contact center implementations to improve service delivery
• Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
• Coaching and mentoring teams to foster a culture of continuous improvement and service excellence
• What You Must Have
• At least a Bachelor's degree
• At least 7 years of experience
• What Sets You Apart
• Demonstrating proficiency in AI-powered contact center solutions
• Utilizing Amazon Connect for seamless contact center operations
• Implementing omnichannel contact center strategies effectively
• Leading contact center transformation projects with innovative approaches
• Excelling in contact center analytics for data-driven decisions
• Designing user-centric interfaces with Human-Computer Interaction principles
• Developing high-performing teams through strategic coaching and feedback
• 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 for

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