AI Contact Center And Ccaas Implementation Lead

Senior Manager, Customer Experience Technology

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilize advanced analytics techniques to help clients optimize their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilizing advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualization, and statistical modeling to support clients in solving complex business problems.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognizing when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Experience Technology team, you will own the end-to-end delivery for one or more CCaaS workstreams, blending product management, program management, and client relationship leadership. As a Senior Manager, you will lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a significant level to drive project success. This role offers the chance to work with cross-functional teams and serve as a trusted ally to senior stakeholders, making sure that the CCaaS solution meets both business and technical requirements.

Responsibilities

- Lead the entire delivery lifecycle for multiple CCaaS workstreams across discovery, requirements gathering, technical and functional design, development, comprehensive testing, release planning, and hypercare

- Lead project execution, including delivery plans, risks, dependencies, and change control; lead standups, sprint reviews

- Lead cross functional teams including designers, developers, testers, DevSecOps engineers, and business analysts to deliver CCaaS Solutions

- Serve as a trusted partner to client and team leaders

- Work with other workstream leaders to ensure end-to-end solutions are integrated across teams

What You Must Have

- Bachelor's Degree

- At least 6 years of experience

What Sets You Apart

- Master's Degree preferred

- In-depth product management skills

- Hands-on experience with CCaaS platforms

- Proven ownership of lifecycle delivery across domains

- Cogent client communication and ability to influence

- Possessing experience with GenAI assistants in contact centers

- Being skilled in WFM tools and telephony migrations

- Familiarity with BI/analytics tools like Power BI

- Demonstrating product and program management skills

Travel Requirements Up to 60%