Conversational AI and Agentic AI - Senior Associate

PricewaterhouseCoopers•Dallas, NY

About The Position

As a Conversational AI and Agentic AI Senior Associate, you will help design and deliver contact center technology solutions that improve customer interactions, automate workflows, and support channel effectiveness. The work spans conversational AI, IVR modernization, CCaaS, intelligent agent assist, analytics, and workflow automation within PwC’s Advisory practice. You will analyze complex problems, manage assigned workstreams, and use critical thinking, technical skills, and professional skepticism to guide deliverables. You will also mentor junior team members and build client relationships while navigating evolving needs and ambiguity. The role contributes to the Software and Product Innovation job family, drawing on Data, Analytics & AI capabilities and the Contact Centre Technology go-to-market focus to develop practical contact center solutions and emerging GenAI-enabled experiences.

Requirements

At least a Bachelor's degree.
At least 4 years of experience.

Nice To Haves

Experience developing conversational AI and agentic AI solutions for contact centers.
Experience with contact center technology, IVR modernization, or CCaaS platforms.
Ability to apply AI fluency and AI-human collaboration in client service settings.
Experience conducting discovery, workflow analysis, and customer experience design sessions.
Ability to translate functional requirements into conversational journeys and prototype designs.
Experience using user research, usability testing, and digital accessibility methods.
Experience supporting data, analytics, and AI initiatives across cross-functional teams.

Responsibilities

Design conversational AI and agentic AI solutions for contact center use cases, including virtual agents, intelligent routing, and agent assist workflows.
Translate client needs into functional requirements, user flows, and interaction designs that support customer experience goals.
Conduct discovery sessions, workflow analysis, and user research to identify pain points and define future-state solutions.
Develop mock-ups, prototypes, and design specifications using modern UI design tools and front-end frameworks.
Apply human-centered design, usability testing, and accessibility principles to improve adoption across digital channels.
Collaborate across analytics, development, and product teams to shape AI-enabled experiences and technical delivery plans.
Review configuration, customization, and development activities across contact center technology platforms and conversational interfaces.
Analyze user feedback, behavioral data, and industry trends to refine design choices and solution recommendations.
Mentor junior team members on interaction design methods, AI-human collaboration concepts, and client delivery workstreams.