Contact Center Transformation Lead

PricewaterhouseCoopers•Los Angeles, NY

23h

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. 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. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Lead in line with our values and brand. Develop new ideas, solutions, and structures; drive thought leadership. Solve problems by exploring multiple angles and using creativity, encouraging others to do the same. Balance long-term, short-term, detail-oriented, and big picture thinking. Make strategic choices and drive change by addressing system-level enablers. Promote technological advances, creating an environment where people and technology thrive together. Identify gaps in the market and convert opportunities to success for the Firm. Adhere to and enforce 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 Customer Experience Transformation team, you will own the end-to-end program execution across multiple workstreams and domains. As a Director, you will set the strategic direction, lead business development efforts, and oversee multiple projects while maintaining impactful executive-level client relations. This role offers the chance to drive measurable business worth and executive confidence through innovative solutions in the rapidly evolving landscape of customer experience technology.

Requirements

Bachelor's Degree
At least 8 years of experience with CCaaS transformations

Nice To Haves

Master's Degree preferred
Demonstrating impact using AI/GenAI for improvements
Designing target operating models and leading change
Recognized market presence and alliance ecosystem leadership
Directing CCaaS/AI stakeholders and overseeing reviews
Hands-on experience with CCaaS tools and integrations
Proven portfolio management and executive stakeholder engagement
Thought leader level leadership and communication at c-suite level
Track record of shaping proposals and contributing thought leadership

Responsibilities

Own the thorough transformation of Customer Experience across multiple workstreams and domains, with clear vision, scope, roadmap, and value case; manage plans, budgets, and benefits realization
Lead the architecture design and configuration of CCaaS platforms and manage routing and queuing processes
Oversee the implementation of workforce management and conversational AI solutions
Direct reporting, analytics, and outbound dialer strategies
Integrate CRM and telephony systems to enhance customer interactions
Develop and execute a unified customer data strategy
Lead cross-functional teams through every project phase from strategy to deployment
Deliver innovative solutions that drive measurable business outcomes
Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights