AI Contact Center & Ccaas Implementation - Sr Associate

Data, Analytics & AI Specialist

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals.

In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow.

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

Respond effectively to the diverse perspectives, needs, and feelings of others.

Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.

Use critical thinking to break down complex concepts.

Understand the broader objectives of your project or role and how your work fits into the overall strategy.

Develop a deeper understanding of the business @context and how it is changing.

Use reflection to develop self awareness, enhance strengths and address development areas.

Interpret data to inform insights and recommendations.

Uphold 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 lead the execution of key deliverables for Contact Center Transformation, acting as a business analyst and team lead across discovery, design, build, test, deploy, and hypercare. As a Senior Associate, you will analyze complex problems, mentor others, and maintain elevated standards while building meaningful client connections and navigating increasingly complex situations. This role offers the chance to deepen your technical knowledge, anticipate client needs, and contribute to innovative solutions in a dynamic environment.

Responsibilities

Lead the execution of critical deliverables for Contact Center Transformation, including process maps, conversation designs, routing diagrams

Act as a business analyst and team lead throughout the implementation lifecycle, including requirements, design, development, testing, release planning, and hypercare

Manage and track project execution, including tasks, risks, actions, and team capacity

Analyze complex problems and develop impactful solutions

Mentor junior team members and foster their professional growth

Build and maintain sturdy relationships with clients

Navigate intricate situations to secure project success

Anticipate client needs and adapt strategies accordingly

Contribute to innovative solutions in a fast-paced environment

What You Must Have

Bachelor's Degree

At least 3 years of experience in business analysis

What Sets You Apart

Practical experience supporting technology delivery in Agile

Proficiency in Jira, Confluence, Excel, and PowerPoint

Thorough problem-solving and structured communication skills

Familiarity with CCaaS platforms and CRM systems preferred

Exposure to workforce management and contact-center analytics preferred

Experience with conversational AI and conversation design preferred

Managing team capacity and sprint burndown effectively

Attention to precision while managing multiple tasks and deadlines

Experience outlining process maps, wireframes, and voiceflow designs

Shaping solution requirements and designs

Overseeing teams of testers for SIT/UAT/regression testing

Managing and tracking action items and risks

Conducting reviews of customer data and solution performance data