Contact Center Transformation - Senior Manager

Contact Center Transformation - Senior ManagerAs 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.In this role, you will be at the forefront of user interaction engineering, focusing on software and product innovation. You will work within the Commercial & Service Excellence network, utilizing data, analytics, and AI to deliver impactful solutions. Your ability to craft and convey clear, impactful messages will be essential in validating outcomes with clients and sharing alternative perspectives. By fostering a culture of continuous improvement and innovation, you will contribute to the overall success of the firm, confirming that client needs are met with precision and creativity.ResponsibilitiesLeading the transformation of contact center operations through innovative strategies and solutionsGuiding teams in the implementation of AI-powered contact center solutions to enhance customer interactionsUtilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operationsDeveloping and executing contact center strategies that align with client business objectivesOverseeing the customization and development of user interfaces using AngularJS and React frameworksConducting usability testing and user research to inform design improvements and enhance user experienceBuilding and maintaining relationships with clients to identify and address operational challengesPromoting the adoption of omnichannel contact center implementations to improve service deliveryAnalyzing industry trends to provide strategic insights and recommendations for contact center transformationCoaching and mentoring teams to foster a culture of continuous improvement and service excellenceWhat You Must HaveAt least a Bachelor's degreeAt least 7 years of experienceWhat Sets You ApartDemonstrating proficiency in AI-powered contact center solutionsUtilizing Amazon Connect for seamless contact center operationsImplementing omnichannel contact center strategies effectivelyLeading contact center transformation projects with innovative approachesExcelling in contact center analytics for data-driven decisionsDesigning user-centric interfaces with Human-Computer Interaction principlesDeveloping high-performing teams through strategic coaching and feedbackTravel RequirementsUp to 60%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. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.