Contact Center Transformation - Manager

PricewaterhouseCoopers•Irvine, NY

2d•Remote

About The Position

As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs. As a Manager, you will guide and develop teams, fostering leadership and strategic planning skills. You will be accountable for managing client service accounts, mentoring junior staff, and confirming project success through strategic execution. Your ability to inspire and motivate others will be crucial in delivering quality outcomes and identifying opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, embracing technology and innovation to enhance delivery and encourage others to do the same. In this role, you will have the opportunity to work within our Contact Centre Technology sector, driving transformation and innovation in client support. Your contributions will be pivotal in shaping the future of client interactions, making a significant impact within the PwC Acceleration Center.

Requirements

At least a Bachelor's degree
At least 5 years of experience

Nice To Haves

Utilizing AngularJS and React for dynamic UI development
Designing user interfaces with Figma and HTML5
Conducting usability testing and user experience research
Developing customer experience strategies and insights
Embracing change and fostering innovation in projects
Mentoring teams in human-centered design principles
Analyzing industry trends to enhance service excellence

Responsibilities

Leading contact center transformation initiatives and managing client expectations
Guiding teams in the strategic planning and execution of user interaction engineering projects
Utilizing AngularJS, React, and Vue.js frameworks to enhance user interface design and development
Conducting discovery sessions to gather functional requirements and create mock-ups
Developing and customizing product designs to improve customer experience and service excellence
Promoting digital accessibility and human-centered design principles across projects
Building and maintaining relationships with stakeholders to identify and address user experience challenges
Overseeing usability testing and user research to inform design decisions and optimize workflow development
Validating data integrity and compliance within user interface frameworks
Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions