Customer Interaction and Contact Center AI Director

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Director

Job Description & Summary

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 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, reduce customer service costs, and increase operational efficiency. As a Director you are expected to set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects, maintaining executive-level client relations. You are also expected to develop and implement Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.

Responsibilities

- Lead the design and development of Customer Interaction and Contact Center AI solutions 

- 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 
- Improve customer engagement and satisfaction through Conversational AI and Agentic AI solutions  

Reduce customer service costs and increase operational efficiency with Generative AI and Agent Assist tools 

- Lead cross-functional teams through every project phase from strategy to deployment 

- Set strategic direction for the Digital Contact Solutions team 
- Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights- Oversee multiple projects confirming impactful client relations 
- Drive business development efforts within the AI domain 
- Maintain executive-level client relationships 
- Mentor and guide team members in AI and technology leading practices 

What You Must Have
 

Bachelor's Degree 
- 12 years of experience 

- Experience leading design and development of Customer Interaction and AI solutions 

- Experience leading a team of functional and technical resources 

- Experience leading end-to-end solution delivery lifecycle 

- Experience structuring and leading client presentatio