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To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
Demonstrates extensive-level 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 to ensure the team is aligned with 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 ensure that Contact Center and Conversational AI solutions are aligned with 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 extensive-level 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 etc.
Understanding and experience with Contact Center technology ecosystem
Recent experience using Generative AI in Contact Center solution optimization
Understanding of data privacy and security regulations and best practices;
Using natural language processing (NLP), machine learning (ML), Generative AI, and other relevant 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 problem and select the appropriate models for Conversational AI use cases;
Building machine learning models and systems, interpret their output, and communicate their 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 hands on 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, review developed models, provide 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.