Agentic AI & Contact Center AI Architect

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.
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model 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.

The Opportunity
As part of the Data and Analytics team you will lead the architecture design and development of innovative Customer Interaction and Contact Center AI solutions. As a Senior Manager you will serve as a strategic advisor, leveraging your knowledge to guide cross-functional teams through every project phase, driving project success. This role offers the chance to shape proposals, lead pursuits, and contribute thought leadership while interacting with clients at a senior level.
Responsibilities
- Lead the design and implementation of innovative Customer Interaction and Contact Center AI solutions
- Guide cross-functional teams through every stage of project execution
- Establish strategic direction for the Digital Contact Solutions team
- Shape proposals and drive business development initiatives
- Interact with clients at a senior level to secure project success
- Provide thought leadership and market insights to enhance service offerings
- Foster collaboration and operational excellence within the team
- Analyze project outcomes and identify opportunities for enhancement
What You Must Have
- Bachelor's Degree
- At least 6 years of experience
What Sets You Apart
- Master's Degree preferred
- Professional certifications from AWS, Microsoft, Google preferred
- Leading design and development of AI solutions
- Excelling in communication at c-suite level
- Managing teams of functional and technical resources
- Utilizing cloud platforms and modern architecture patterns
- Demonstrating technical leadership as a Solution Architect
- Proficiency in DevOps, AI/ML, and IT transformation
- Hands-on experience with Amazon Q and Agentic AI Frameworks
- Leading teams to create end-to-end solutions for customer journey from intent recognition through resolution, across IVR and Agent tools
- Improving customer engagement and satisfaction through Conversational AI and Agentic AI solutions
- Mentoring and guiding team members in AI and technology leading practices
- Leading initiatives of prototyping, proof-of-concept (PoC) to validate new AI / agentic capabilities before full rollout
- Integrating agentic AI into enterprise ecosystems, guardrails and safety layers
- Architecting autonomous and semi-autonomous agent workflows for customer and business outcomes
- Designing and delivering agentic AI products, applications, and solutions tailored to business needs, while providing implementation guidance throughout execution
- Architecting enterprise-grade AI platforms with a focus on framework selection, governance, and operational models to ensure safety, security, and scalability
- Guiding teams in adopting agent frameworks, best practices, prompt engineering, and model fine-tuning
- Integrating contact center applications with SaaS cloud CRM, Agent Desktop solution
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: $124,000 - $280,000, 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