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. 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
- Coaching and mentoring teams to foster a culture of continuous improvement and service excellence
What You Must Have
- 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
$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 Statement
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.
H-1B Lottery Policy
PwC currently is not hiring 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 here.
Application Information
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage: https://pwc.to/us-application-deadlines.