Contact Center Transformation - Senior Associate

The Opportunity

As a Contact Center Transformation - Senior Associate, you will engage in the dynamic field of User Interaction Engineering within our Advisory practice. This role involves working directly with clients to innovate and enhance their contact center technologies, leveraging your skills in software and product innovation. As a Senior Associate, you will utilize your problem-solving abilities and critical thinking to navigate complex challenges, while building meaningful client relationships. You will also have the opportunity to mentor junior team members, fostering a collaborative environment that encourages growth and development.

In this role at PwC, you will be part of a team that focuses on delivering exceptional client service through the application of data, analytics, and AI. You will be expected to anticipate client needs and adapt to changing business contexts, using your technical skills to provide valuable insights and solutions. This position offers a chance to deepen your understanding of the business landscape and enhance your personal brand, all while contributing to the success of our clients and the firm.

Responsibilities

- Leading the transformation of contact center operations through innovative technology solutions
- Developing user-centric designs using AngularJS, React, and Vue.js frameworks to enhance customer interactions
- Conducting comprehensive user research and usability testing to inform design decisions and improve user experience
- Collaborating with cross-functional teams to customize and develop contact center software solutions
- Analyzing workflow processes to identify areas for improvement and streamline operations
- Creating interactive prototypes and mock-ups using Figma to visualize design concepts and gather stakeholder feedback
- Implementing digital accessibility standards to validate inclusive design for all users
- Utilizing industry trend analysis to inform strategic decisions and maintain competitive advantage
- Engaging in active listening and analytical thinking to address client needs and deliver tailored solutions
- Mentoring junior team members in human-centered design principles and best practices for user interface design

What You Must Have

- At least a Bachelor's degree
- At least 3 years of experience

What Sets You Apart

- Experience with AngularJS and React for UI development
- Proficiency in HTML5 and CSS for web design
- Utilizing Figma for creating interactive design prototypes
- Conducting usability testing to enhance user experience
- Developing customer-centric strategies for contact center transformation
- Analyzing workflows to optimize contact center operations
- Implementing omnichannel contact center solutions with Amazon Connect and Genesys CloudCX

The salary range for this position is: $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. 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

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. 

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.

Learn more about how we work: https://pwc.to/how-we-work

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