PwC-posted 3 months ago
$124,000 - $280,000/Yr
Full-time • Senior
Baltimore, MD
5,001-10,000 employees
Professional, Scientific, and Technical Services

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.

  • Lead the design and implementation of innovative Customer Interaction and Contact Center AI solutions
  • Guide cross-functional teams through every stage of project execution
  • Establish strategic direction for the Digital Contact Solutions team
  • Shape proposals and drive business development initiatives
  • Interact with clients at a senior level to secure project success
  • Provide thought leadership and market insights to enhance service offerings
  • Foster collaboration and operational excellence within the team
  • Analyze project outcomes and identify opportunities for enhancement
  • Bachelor's Degree
  • At least 6 years of experience
  • Master's Degree preferred
  • Professional certifications from AWS, Microsoft, Google preferred
  • Leading design and development of AI solutions
  • Excelling in communication at c-suite level
  • Managing teams of functional and technical resources
  • Utilizing cloud platforms and modern architecture patterns
  • Demonstrating technical leadership as a Solution Architect
  • Proficiency in DevOps, AI/ML, and IT transformation
  • Hands-on experience with Amazon Q and Agentic AI Frameworks
  • Leading teams to create end-to-end solutions for customer journey from intent recognition through resolution, across IVR and Agent tools
  • Improving customer engagement and satisfaction through Conversational AI and Agentic AI solutions
  • Mentoring and guiding team members in AI and technology leading practices
  • Leading initiatives of prototyping, proof-of-concept (PoC) to validate new AI / agentic capabilities before full rollout
  • Integrating agentic AI into enterprise ecosystems, guardrails and safety layers
  • Architecting autonomous and semi-autonomous agent workflows for customer and business outcomes
  • Designing and delivering agentic AI products, applications, and solutions tailored to business needs, while providing implementation guidance throughout execution
  • Architecting enterprise-grade AI platforms with a focus on framework selection, governance, and operational models to ensure safety, security, and scalability
  • Guiding teams in adopting agent frameworks, best practices, prompt engineering, and model fine-tuning
  • Integrating contact center applications with SaaS cloud CRM, Agent Desktop solution
  • Medical
  • Dental
  • Vision
  • 401k
  • Holiday pay
  • Vacation
  • Personal and family sick leave
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