Contact Center Transformation - Manager

The Opportunity

As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs.

Responsibilities

• Leading contact center transformation initiatives and managing client expectations
• 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 within user interface frameworks
• Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions

What You Must Have

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

What Sets You Apart

• 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

Pay

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. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

Equal Opportunity Employer

PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

Los Angeles County Fair Chance Ordinance for Employers

At PwC, we evaluate arrest or conviction records for Employment in accordance with the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable.

Application Information

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines