AI Contact Center & CCaaS Implementation - Sr Associate

PwC • Tampa, FL

93d • $77,000 - $202,000

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. 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.

Requirements

• Bachelor's Degree
• At least 3 years of experience in business analysis

Nice To Haves

• 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

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

Benefits

• Medical
• Dental
• Vision
• 401k
• Holiday pay
• Vacation
• Personal and family sick leave
• Annual discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees