DirectJobHub
Jobs · Business Development · Pennsylvania

Contact Center Transformation - Manager

PwC · Pittsburgh, PA · 2 wk ago
Business Development$99k–$232k/yrFull-time

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.

In this role, you will have the opportunity to work within our Contact Centre Technology sector, driving transformation and innovation in client support. Your contributions will be pivotal in shaping the future of client interactions, making a significant impact within the PwC Acceleration Center.

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

  • Oversight of 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

  • 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

Similar jobs