Contact Center Transformation Lead

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.
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 maximising 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 Customer Experience Transformation team, you will own the end-to-end program execution across multiple workstreams and domains. As a Director, you will set the strategic direction, lead business development efforts, and oversee multiple projects while maintaining impactful executive-level client relations. This role offers the chance to drive measurable business worth and executive confidence through innovative solutions in the rapidly evolving landscape of customer experience technology.
Responsibilities
- Own the thorough transformation of Customer Experience across multiple workstreams and domains, with clear vision, scope, roadmap, and value case; manage plans, budgets, and benefits realization
- Lead the architecture design and configuration of CCaaS platforms and manage routing and queuing processes
- Oversee the implementation of workforce management and conversational AI solutions
- Direct reporting, analytics, and outbound dialer strategies
- Integrate CRM and telephony systems to enhance customer interactions
- Develop and execute a unified customer data strategy
- Lead cross-functional teams through every project phase from strategy to deployment
- Deliver innovative solutions that drive measurable business outcomes
- Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights
What You Must Have
- Bachelor's Degree
- At least 8 years of experience with CCaaS transformations
What Sets You Apart
- Master's Degree preferred
- Demonstrating impact using AI/GenAI for improvements
- Designing target operating models and leading change
- Recognized market presence and alliance ecosystem leadership
- Directing CCaaS/AI stakeholders and overseeing reviews
- Hands-on experience with CCaaS tools and integrations
- Proven portfolio management and executive stakeholder engagement
- Thought leader level leadership and communication at c-suite level
- Track record of shaping proposals and contributing thought leadership
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: $155,000 - $410,000, 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