Contact Center Transformation - Director

PricewaterhouseCoopers•Tampa, NY

2d•Onsite

About The Position

As a Contact Center Transformation - Director, you will lead the charge in revolutionizing user interaction engineering within our Advisory practice. Your role will involve setting strategic directions and overseeing the development of innovative software and product solutions that enhance client support experiences. As a Director, you will set the strategic direction and lead business development efforts. You make impactful decisions and oversee multiple projects, maintaining executive-level client relations. Translating the vision, you set the tone and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion, and a commercial mindset are all foundational to our success. In this role at PwC, you will collaborate with multidisciplinary teams to deliver cutting-edge solutions in contact center technology, leveraging data, analytics, and AI to drive service excellence. Your leadership will be pivotal in fostering an environment where people and technology thrive together, ultimately maximizing client satisfaction and scaling efficiencies across the PwC Network.

Requirements

At least a Bachelor's degree
At least 8 years of experience

Nice To Haves

Excelling in contact center transformation and strategy
Utilizing AI-powered contact center solutions effectively
Implementing Amazon Connect and Genesys CloudCX
Leading omnichannel contact center implementations
Developing customer experience (CX) strategies
Conducting industry trend analysis for strategic insights
Innovating in user experience (UX) design research

Responsibilities

Leading strategic initiatives for contact center transformation, focusing on client support and service excellence
Overseeing the implementation of AI-powered contact center solutions, including Amazon Connect and Genesys CloudCX
Driving the development and customization of contact center software to enhance user interaction and client satisfaction
Managing omnichannel contact center implementation to optimize customer experience and streamline operations
Conducting discovery and analysis to identify opportunities for innovation and improvement in contact center architecture
Collaborating with teams to design and develop user interfaces using AngularJS, React, and Vue.js frameworks
Utilizing contact center analytics to inform strategic decision-making and improve workforce management systems
Promoting digital accessibility and human-centered design principles in the development of contact center solutions
Building relationships with stakeholders to gather customer insights and drive strategic questioning for continuous improvement
Mentoring teams in the application of best practices for contact center consulting and transformation initiatives