Digital Contact & Services Senior Associate (CCaaS)

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.
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 (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

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, Kore.ai, 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, Kore.ai, 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: 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: $77,000 - $202,000, 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