Contact Center Transformation - Senior Manager
The Opportunity
As a Contact Center Transformation - Senior Manager, you will lead the charge in transforming client contact centers by leveraging innovative technologies and strategies. Within our Advisory practice, you will play a pivotal role in enhancing client interactions and driving operational excellence.
Responsibilities
- Leading the transformation of contact center operations through innovative strategies and solutions
- Utilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operations
- Developing and executing contact center strategies that align with client business objectives
- Overseeing the customization and development of user interfaces using AngularJS and React frameworks
- Conducting usability testing and user research to inform design improvements and enhance user experience
- Building and maintaining relationships with clients to identify and address operational challenges
- Promoting the adoption of omnichannel contact center implementations to improve service delivery
- Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
- Coaching and mentoring teams to foster a culture of continuous improvement and service excellence
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Demonstrating proficiency in AI-powered contact center solutions
- Utilizing Amazon Connect for seamless contact center operations
- Implementing omnichannel contact center strategies effectively
- Leading contact center transformation projects with innovative approaches
- Excelling in contact center analytics for data-driven decisions
- Designing user-centric interfaces with Human-Computer Interaction principles
- Developing high-performing teams through strategic coaching and feedback
Pay Range
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.
Benefits
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.
EEO Information
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.
Equal Opportunity Employer
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Job Location
To view the job location and see where you'll be working, please visit the following link: https://pwc.to/job-location.
Explore Opportunities
To explore other opportunities at PwC, please visit the following link: https://pwc.to/explore-opportunities.