Contact Center Transformation Director PwC
Overview
Lead Contact Center Transformation at PwC to revolutionize user interaction engineering. Set strategic direction and oversee innovative software solutions enhancing client support. Drive business growth shape client engagement mentoring leaders while protecting PwC reputation through quality integrity inclusion and commercial mindset.
What You'll Do11
- 1Leading strategic initiatives for contact center transformation focusing on client support and service excellence
- 2Overseeing AI-powered contact center solutions including Amazon Connect and Genesys CloudCX
- 3Driving development and customization of contact center software to enhance user interaction and client satisfaction
- 4Managing omnichannel contact center implementation to optimize customer experience and streamline operations
- 5Conducting discovery and analysis to identify opportunities for innovation and improvement in contact center architecture
- 6Collaborating with teams to design and develop user interfaces using AngularJS React and Vue.js frameworks
- 7Utilizing contact center analytics to inform strategic decision-making and improve workforce management systems
- 8Promoting digital accessibility and human-centered design principles in solution development
- 9Building stakeholder relationships to gather customer insights and drive strategic questioning for continuous improvement
- 10Mentoring teams in best practices for contact center consulting and transformation initiatives
- 11Scaling efficiencies across the PwC Network
Requirements6
- 1Bachelor's degree and 9 years experience
- 25+ years building ETL pipelines with Spark and Airflow
- 33-5 seasons leading omnichannel contact center implementations
- 45+ years implementing Amazon Connect and Genesys CloudCX
- 59+ years expertise in AI-powered contact center solutions
- 6Expertise in data analytics and UX design research
Salary Insight
$155 - $410k per year
Location
Required Skills
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