Digital Contact & Services Senior Manager (CCaaS)

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.
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, recognising 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.

Minimum Degree Required
Bachelor's Degree
Minimum Year(s) of Experience
9 year(s)
Preferred Qualifications:
Preferred Fields of Study:
Linguistics, Computer and Information Science, Engineering
Preferred Knowledge/Skills:
Demonstrates extensive-level success with managing the identification and addressing of client needs:

• Leading the design and development of Contact Center AI solutions and Conversational AI solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency;
• Managing a team of AI consultants, data scientists, developers and designers, providing guidance, support, and mentoring to ensure the team is aligned with the company's strategic goals;
• Managing the end-to-end AI development lifecycle, from ideation and design to testing, deployment, and maintenance;
• Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue;
• Working closely with stakeholders across the organization to ensure that Contact Center and Conversational AI solutions are aligned with company goals and values, and meet regulatory requirements;
• Working in Contact-Center-as-a-Service and/or Conversational AI development, with a track record of delivering successful projects; and,
• Understanding or experience with Contact Center as a service providers such as Nice, Nuance or Genesys and leading contact center transformation projects.

Demonstrates extensive-level abilities with, and/or a proven record of success as a team leader:

• Understanding or experience with conversational AI platforms, such as Google Dialogflow, Amazon Lex, IBM Watson, Microsoft Azure hyper-scalers;
• Understanding or experience with Conversational AI platform providers like OneReach.ai, Kore.ai, Omilia, Cognigy;
• Understanding of data privacy and security regulations and best practices;
• Using natural language processing (NLP), machine learning (ML), Generative AI, and other relevant AI technologies and platforms;
• Analyzing Conversational (Chats, Emails, Messages and Calls) data, and the use of this data to build Natural Language (NLP) modeling pipelines for intent classification, training & deploying conversational AI systems, IVR, virtual assistants, chatbots etc.;
• Leveraging NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, BERT, T5, hugging face and other NLP Models;
• Collaborating with client team to understand their business problem and select the appropriate models for Conversational AI use cases;
• Building machine learning models and systems, interpret their output, and communicate their results to internal/client teams and how those outcomes realize business value;
• Designing and storyboarding Conversational AI use-cases;
• Using voice user interface (VUI) design and development;
• Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure;
• Using chatbot development frameworks, such as RASA or Microsoft Bot Framework;
• Using natural language understanding (NLU) and sentiment analysis;
• Understanding of Large Language Models such as Bard and/or OpenAI and NLG solutions;
• Developing AI solutions for multilingual audiences;
• Using Python (e.g., Pandas, NLTK, etc.), Relational storage (SQL), Non-relational storage (NoSQL), RASA bot framework, LUIS, Azure;
• Understanding or hands on experience with Lex, Nuance Mix, Dialog Flow, AWS and Google Cloud, R, Power BI, Tableau, Alteryx;
• Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;
• Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis;
• Structuring, writing, communicating and facilitate client presentations; and,
• Directing associates / senior associates through coaching, providing feedback, and guiding work performance.

Learn more about how we work: https://pwc.to/how-we-work
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.
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
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 information about anticipated application deadlines: https://pwc.to/us-application-deadlines
The salary range for this position is: $130,000 - $256,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance