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Jobs · Business Development · Texas

Contact Center Transformation - Senior Manager

PwC · Dallas, TX · 2 wk ago
Business Development$124k–$280k/yrFull-time

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. As a Senior Manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a strategic level to drive project success. You will motivate and coach teams to solve complex problems, applying sound judgment and developing high-performing, diverse, and inclusive teams.

Responsibilities

  • Leading the transformation of contact center operations through innovative strategies and solutions

  • Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions

  • 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

  • Coeaching 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

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