Contact Center Transformation - Senior Associate

Responsibilities

• Leading the transformation of contact center operations through innovative technology solutions
• Developing user-centric designs using AngularJS, React, and Vue.js frameworks to enhance customer interactions
• Conducting comprehensive user research and usability testing to inform design decisions and improve user experience
• Collaborating with cross-functional teams to customize and develop contact center software solutions
• Analyzing workflow processes to identify areas for improvement and streamline operations
• Creating interactive prototypes and mock-ups using Figma to visualize design concepts and gather stakeholder feedback
• Implementing digital accessibility standards to validate inclusive design for all users
• Utilizing industry trend analysis to inform strategic decisions and maintain competitive advantage
• Engaging in active listening and analytical thinking to address client needs and deliver tailored solutions
• Mentoring junior team members in human-centered design principles and best practices for user interface design

Requirements

• At least a Bachelor's degree
• At least 3 years of experience
• Experience with AngularJS and React for UI development
• Proficiency in HTML5 and CSS for web design
• Utilizing Figma for creating interactive design prototypes
• Conducting usability testing to enhance user experience
• Developing customer-centric strategies for contact center transformation
• Analyzing workflows to optimize contact center operations
• Implementing omnichannel contact center solutions with Amazon Connect and Genesys CloudCX

Qualifications

• Experience with AngularJS and React for UI development
• Proficiency in HTML5 and CSS for web design
• Utilizing Figma for creating interactive design prototypes
• Conducting usability testing to enhance user experience
• Developing customer-centric strategies for contact center transformation
• Analyzing workflows to optimize contact center operations
• Implementing omnichannel contact center solutions with Amazon Connect and Genesys CloudCX

Skills

• Problem-solving abilities and critical thinking
• User research and usability testing
• Collaboration with cross-functional teams
• Workflow analysis and optimization
• Interactive prototype creation and mock-up development
• Digital accessibility implementation
• Industry trend analysis
• Client engagement and solution delivery
• Mentoring and training junior team members

Benefits

The salary range for this position is: $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

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

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws.