AI Contact Center and CCaaS Implementation Manager

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.
Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member's unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

Additional Job Description
The Opportunity
As part of the Customer Experience Technology team, you will help lead the execution of key deliverables for Contact Center Transformation, acting as a team lead across discovery, design, build, test, deploy, and hypercare. As a Manager, you will lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a significant level to drive project success. This role offers the chance to work with cross-functional teams and serve as a trusted ally to senior stakeholders, making sure that the CCaaS solution meets both business and technical requirements.
Responsibilities
- Manage the entire delivery lifecycle for multiple CCaaS workstreams across discovery, requirements gathering, technical and functional design, development, comprehensive testing, release planning, and hypercare
- Support project execution, including delivery plans, risks, dependencies, and change control; lead standups, sprint reviews
- Work with functional teams including designers, developers, testers, DevSecOps engineers, and business analysts to deliver CCaaS Solutions
- Serve as a trusted partner to client and team leaders
- Mentor junior team members and foster their professional growth
- Build and maintain sturdy relationships with clients
- Navigate intricate situations to secure project success
- Anticipate client needs and adapt strategies accordingly
- Contribute to innovative solutions in a fast-paced environment
What You Must Have
- Bachelor's Degree
- At least 5 years of experience
What Sets You Apart
- Master's Degree preferred
- In-depth product management skills
- Hands-on experience with CCaaS platforms & CRM systems
- Experience overseeing teams of testers for SIT/UAT/regression testing
- Proven ownership of lifecycle delivery across domains
- Cogent client communication and ability to influence
- Possessing experience with GenAI assistants in contact centers
- Being skilled in WFM tools and telephony migrations
- Familiarity with BI/analytics tools like Power BI
- Demonstrating product and program management skills
Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire 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 within the following policy: https://pwc.to/H-1B-Lottery-Policy.
As 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.
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
The salary range for this position is: $99,000 - $232,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. 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