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
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
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.