Contact Center Transformation - Senior Manager

PwC•Tampa, FL

3d•$124,000 - $280,000

About The Position

As a Contact Center Transformation - Senior Manager, you will lead the charge in transforming client contact centers by leveraging innovative technologies and strategies. Within our Advisory practice, you will play a pivotal role in enhancing client interactions and driving operational excellence. As a Senior Manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a strategic level to drive project success. You will motivate and coach teams to solve complex problems, applying sound judgment and developing high-performing, diverse, and inclusive teams. In this role, you will be at the forefront of user interaction engineering, focusing on software and product innovation. You will work within the Commercial & Service Excellence network, utilizing data, analytics, and AI to deliver impactful solutions. Your ability to craft and convey clear, impactful messages will be essential in validating outcomes with clients and sharing alternative perspectives. By fostering a culture of continuous improvement and innovation, you will contribute to the overall success of the firm, confirming that client needs are met with precision and creativity.

Requirements

At least a Bachelor's degree
At least 7 years of experience

Nice To Haves

Demonstrating proficiency in AI-powered contact center solutions
Utilizing Amazon Connect for seamless contact center operations
Implementing omnichannel contact center strategies effectively
Leading contact center transformation projects with innovative approaches
Excelling in contact center analytics for data-driven decisions
Designing user-centric interfaces with Human-Computer Interaction principles
Developing high-performing teams through strategic coaching and feedback

Responsibilities

Leading the transformation of contact center operations through innovative strategies and solutions
Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions
Utilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operations
Developing and executing contact center strategies that align with client business objectives
Overseeing the customization and development of user interfaces using AngularJS and React frameworks
Conducting usability testing and user research to inform design improvements and enhance user experience
Building and maintaining relationships with clients to identify and address operational challenges
Promoting the adoption of omnichannel contact center implementations to improve service delivery
Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
Coaching and mentoring teams to foster a culture of continuous improvement and service excellence