AI Contact Center and CCaaS Implementation Lead

PwCTampa, FL
89d$124,000 - $280,000

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.

Requirements

  • Bachelor's Degree
  • At least 6 years of experience

Nice To Haves

  • 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

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

Benefits

  • medical
  • dental
  • vision
  • 401k
  • holiday pay
  • vacation
  • personal and family sick leave
  • annual discretionary bonus

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What This Job Offers

Job Type

Full-time

Career Level

Senior

Education Level

Bachelor's degree

Number of Employees

5,001-10,000 employees

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