Contact Center Technology Senior Manager (CCaaS)

Position Overview

At PwC, our Data, Analytics & AI team leverages advanced analytics techniques to extract insights from large datasets, supporting clients to make informed business decisions. In this senior role, you will lead the design and development of AI solutions for contact centers, act as a strategic advisor, and drive operational excellence while managing a multidisciplinary team of AI consultants, data scientists, developers, and designers.

Key Responsibilities

• Lead the design and development of AI solutions for contact centers
• Enhance customer engagement and satisfaction through innovative AI strategies
• Manage a team of AI consultants, data scientists, developers, and designers
• Develop and implement Contact Center AI and Conversational AI strategies
• Confirm operational excellence through strategic advising and process innovation
• Motivate and coach teams to solve complex problems
• Foster a culture of continuous improvement and excellence

Required Qualifications

• Bachelor's Degree
• Minimum 9 years of experience

Preferred Qualifications

• Bachelor's Degree in Linguistics, Computer and Information Science, or Engineering preferred
• Proficiency in Contact Center AI and Conversational AI solutions
• Proven success managing the AI development lifecycle
• Thorough understanding of data privacy and security regulations
• Experience with natural language processing (NLP) and machine learning (ML)
• Familiarity with cloud platforms like AWS, Google Cloud, or Microsoft Azure
• Experience with chatbot development frameworks such as RASA or Microsoft Bot Framework
• Ability to lead and mentor a diverse team

Benefits & Perks

• Compensation: $124,000 - $280,000 plus potential annual discretionary bonus
• Comprehensive medical, dental, and vision coverage
• 401k plan
• Holiday pay, vacation, and personal/family sick leave