Digital Contact & Services Senior Associate (ccaas)

Data And Analytics Role

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilize advanced analytics techniques to help clients optimize their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilizing advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualization, and statistical modeling to support clients in solving complex business problems. Focused on relationships, you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise, and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies, and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self-awareness, enhance strengths, and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards, the Firm’s code of conduct, and independence requirements.

Basic Qualifications:

• Minimum Degree Required: Bachelor Degree
• Minimum Years of Experience: 4 year(s)

The Opportunity:

As part of the Data and Analytics team you are expected to lead the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction. As a Senior Associate you are expected to analyze complex problems, mentor others, and maintain top standards. You are expected to focus on building client relationships, developing a deeper understanding of the business context, and navigating increasingly complex situations to grow your personal brand and technical skills.

Responsibilities:

• Lead the design and development of Contact Center AI solutions
• Mentor and guide junior team members
• Maintain exceptional standards in deliverables
• Build and nurture client relationships
• Develop a deeper understanding of business contexts
• Navigate complex situations to provide solutions
• Enhance personal brand and technical proficiency
• Utilize firm methodologies and technology resources

What You Must Have:

• Bachelor's Degree
• 4 years of experience

What Sets You Apart:

• Leading design and development of Contact Center AI solutions
• Leading a team of AI consultants, data scientists, designers
• Managing end-to-end solution delivery lifecycle
• Developing and implementing Contact Center AI strategies
• Aligning AI solutions with company goals and regulatory requirements
• Working in Contact-Center-as-a-Service and Conversational AI development
• Demonstrating technical product leadership with providers like AWS Lex/Connect
• Using Generative AI in Contact Center solution optimization
• Bachelor's Degree in Linguistics, Computer and Information Science, Engineering preferred

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.

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.

PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.