Contact Center Transformation - Manager

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 WITH USER INTERFACE FRAMEWORKS
• IDENTIFYING OPPORTUNITIES FOR INNOVATION AND EMBRACING CHANGE TO DRIVE CONTINUOUS IMPROVEMENT IN CONTACT CENTER TECHNOLOGY SOLUTIONS

Requirements

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

Qualifications

• 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

Benefits

• The salary range for this position is: $99,000 - $232,000.
• Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.
• All hired individuals are eligible for an annual discretionary bonus.
• PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.

Pay

• The salary range for this position is: $99,000 - $232,000.

Schedule

• Full time

Travel Requirements

• Up to 80%