About the position
A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge. As part of our Analytics and Insights Consumption team, you'll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights. To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future. As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to: * Support team to disrupt, improve and evolve ways of working when necessary. * Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations. * Identify gaps in the market and spot opportunities to create value propositions. * Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments. * Create an environment where people and technology thrive together to accomplish more than they could apart. * I promote and encourage others to value difference when working in diverse teams. * Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders. * Influence and facilitate the creation of long-term relationships which add value to the firm. * Uphold the firm's code of ethics and business conduct.
Responsibilities
- Support team to disrupt, improve and evolve ways of working when necessary.
- Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.
- Identify gaps in the market and spot opportunities to create value propositions.
- Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.
- Create an environment where people and technology thrive together to accomplish more than they could apart.
- Promote and encourage others to value difference when working in diverse teams.
- Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.
- Influence and facilitate the creation of long-term relationships which add value to the firm.
- Uphold the firm's code of ethics and business conduct.
Requirements
- Bachelor Degree
- 12 years of experience
Nice-to-haves
- Leading 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.
- Leading a team of Cloud Contact Center, IVR and Conversational AI consultants, designers and developers providing guidance, support, and mentoring to analyze that the team is aligned with the company's strategic goals.
- Leading the end-to-end solution delivery lifecycle, from solution strategy, architecture and design to testing, deployment, and maintenance.
- Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.
- Working closely with stakeholders across the organization to assess that Contact Center and Conversational AI solutions are aligned with company goals and values, and meet regulatory requirements.
- Working in Contact-Center-as-a-Service and/or Conversational AI full lifecycle programs, with a track record of delivering projects to production.
- Demonstrating technical product leadership experience with providers such as AWS Lex/Connect, Kore.ai, Nuance, NICE CXOne and overall modern contact center AI and tech architecture.
- Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams.
- Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis.
- Structuring, writing, communicating, and facilitating client presentations.
- Directing staff through coaching, providing feedback, and guiding work performance.
Benefits
- Medical
- Dental
- Vision
- 401k
- Holiday pay
- Vacation
