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Digital Contact Solutions Senior Associate

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A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge. As part of our Analytics and Insights Consumption team, you'll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Use feedback and reflection to develop self awareness, personal strengths and address development areas.
  • Delegate to others to provide stretch opportunities, coaching them to deliver results.
  • Demonstrate critical thinking and the ability to bring order to unstructured problems.
  • Use a broad range of tools and techniques to extract insights from current industry or sector trends.
  • Review your work and that of others for quality, accuracy and relevance.
  • Know how and when to use tools available for a given situation and can explain the reasons for this choice.
  • Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
  • Use straightforward communication, in a structured way, when influencing and connecting with others.
  • Able to read situations and modify behavior to build quality relationships.
  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences:
Basic Qualifications:
Minimum Degree Required:
Bachelor Degree
Minimum Years of Experience:
4 year(s)
Preferred Qualifications:
Preferred Fields of Study:
Linguistics, Computer and Information Science, Engineering
Preferred Knowledge/Skills:
Demonstrates a thorough level of success with managing the identification and addressing of client needs:

  • Leading 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;
  • Leading a team of AI consultants, data scientists, designers, and Contact Center as a Service (CCaaS) developers providing guidance, support, and mentoring the team while aligning to the company's strategic goals;
  • Managing the end-to-end solution delivery lifecycle, from ideation and design to testing, deployment, and maintenance;
  • Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue;
  • Working closely with stakeholders across the organization to align Contact Center and Conversational AI solutions with the company goals and values, and meet regulatory requirements;
  • Working in Contact-Center-as-a-Service and/or Conversational AI development, with a track record of delivering successful projects; and,
  • Demonstrating technical product leadership experience with providers such as AWS Lex/Connect,, Nuance, NICE and leading contact center transformation projects.

Demonstrates a thorough level of abilities with, and/or a proven record of success as a team leader:

  • Understanding or experience with conversational AI and CCaaS platforms, such as Nuance, Azure Language, Amazon Lex/Connect,, Omilia, NICE, Google CCAI/Dialogflow;
  • Understanding and experience with Contact Center technology ecosystem;
  • Using Generative AI in Contact Center solution optimization;
  • Understanding of data privacy and security regulations and industry standard practices;
  • Using natural language processing (NLP), machine learning (ML), Generative AI, and other AI technologies and platforms;
  • Analyzing Conversational (Chats, Emails, Messages and Calls) data, and the use of this data to build Natural Language (NLP) modeling pipelines for intent classification, training & deploying conversational AI systems, IVR, virtual assistants, chatbots etc.;
  • Leveraging NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, BERT, T5, hugging face and other NLP Models;
  • Collaborating with client team to understand their business problems and selecting the appropriate models for Conversational AI use cases;
  • Building machine learning models and systems, interpreting output, and communicating results to internal/client teams and how those outcomes realize business value;
  • Designing and storyboarding Conversational AI use-cases;
  • Using voice user interface (VUI) design and development;
  • Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure;
  • Using bot development and orchestration frameworks, such as RASA or Lex Bot Framework;
  • Using natural language understanding (NLU) and sentiment analysis;
  • Understanding of Large Language Models such as Bard and/or OpenAI and NLG solutions;
  • Developing AI solutions for multilingual audiences;
  • Understanding or proven experience with Lex, Nuance Mix, Dialog Flow, AWS and Google Cloud, R, Power BI, Tableau, Alteryx;
  • Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;
  • Managing daily operations of a global data and analytics team on client engagements, reviewing developed models, providing feedback and assist in analysis;
  • Structuring, writing, communicating and facilitate client presentations; and,
  • Directing associates/senior associates through coaching, providing feedback, and guiding work performance.

Learn more about 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:
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
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:
For positions in California, Colorado, District of Columbia, Hawaii, Maryland, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information:

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What are PwC Perks + Benefits

PwC Benefits Overview

We offer a comprehensive, flexible and competitive benefits program. It provides access to programs that can be tailored to meet the personal health and financial well-being needs of our partners, staff and their families. It also provides resources and programs to help staff pursue their professional goals and support their personal and family needs.

Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K) matching
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Fertility benefits
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Meditation space
Mother's room
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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