Customer Interaction and Contact Center AI Director

PwC•Minneapolis, MN

56d

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 Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.

Requirements

Bachelor's Degree
12 years of experience
Experience leading design and development of Customer Interaction and AI solutions
Experience leading a team of functional and technical resources
Experience leading end-to-end solution delivery lifecycle
Experience structuring and leading client presentations

Nice To Haves

Leading design and development of Contact Center AI solutions
Leading a team of Cloud Contact Center and AI consultants
Leading end-to-end solution delivery lifecycle
Developing Contact CenterCustomer Interaction AI strategies for business growth
Aligning Contact CenterCustomer Interaction solutions with company goals and regulations
Demonstrating technical product leadership with AI providers
Leading development of proof of concepts for clients
Managing global data and analytics teams

Responsibilities

Lead the design and development of Customer Interaction and Contact Center AI solutions
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
Improve customer engagement and satisfaction through Conversational AI and Agentic AI solutions
Reduce customer service costs and increase operational efficiency with Generative AI and Agent Assist tools
Lead cross-functional teams through every project phase from strategy to deployment
Set strategic direction for the Digital Contact Solutions team
Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights- Oversee multiple projects confirming impactful client relations
Drive business development efforts within the AI domain
Maintain executive-level client relationships
Mentor and guide team members in AI and technology leading practices