Digital Contact & Services Director (CCaaS)

Data And Analytics Director

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilize advanced analytics techniques to help clients optimize their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilizing advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualization, and statistical modeling to support clients in solving complex business problems.

Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion, and a commercial mindset are all foundational to our success. You create a healthy working environment while maximizing client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to :

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.

The Opportunity As part of the Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.

Responsibilities - Lead the design and development of Contact Center AI solutions - Improve customer engagement and satisfaction through AI technologies - Reduce customer service costs and increase operational efficiency - Set strategic direction for the Digital Contact Solutions team - Oversee multiple projects confirming impactful client relations - Drive business development efforts within the AI domain - Maintain executive-level client relationships - Mentor and guide team members in AI and technology leading practices

What You Must Have - Bachelor's Degree - 12 years of experience

What Sets You Apart - Leading design and development of Contact Center AI solutions - Leading a team of Cloud Contact Center and AI consultants - Leading end-to-end solution delivery lifecycle - Developing Contact Center AI strategies for business growth - Aligning Contact Center solutions with company goals and regulations - Demonstrating technical product leadership with AI providers - Leading development of proof of concepts for clients - Managing global data and analytics teams - Structuring and facilitating client presentations

Travel Requirements Up to 80%

Job Posting End Date Learn more about how we work :