Agentic AI & Contact Center AI Architect

PricewaterhouseCoopers•Tampa, NY

About The Position

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. The Opportunity As part of the Data and Analytics team you will lead the architecture design and development of innovative Customer Interaction and Contact Center AI solutions. As a Senior Manager you will serve as a strategic advisor, leveraging your knowledge to guide cross-functional teams through every project phase, driving project success. This role offers the chance to shape proposals, lead pursuits, and contribute thought leadership while interacting with clients at a senior level.

Requirements

Bachelor's Degree
At least 6 years of experience

Nice To Haves

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

Responsibilities

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