Digital Contact Solutions Director

at PwC in Rosemont, Illinois, United States

Job Description

Specialty/Competency: Data, Analytics & AI

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 80%

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.

As part of our Analytics and Insights Consumption team, you’ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You’ll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.

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:

+ Support team to disrupt, improve and evolve ways of working when necessary.

+ Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.

+ Identify gaps in the market and spot opportunities to create value propositions.

+ Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.

+ Create an environment where people and technology thrive together to accomplish more than they could apart.

+ I promote and encourage others to value difference when working in diverse teams.

+ Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.

+ Influence and facilitate the creation of long-term relationships which add value to the firm.

+ Uphold the firm’s code of ethics and business conduct.

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, NICEand 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 CCaaSplatforms, 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.

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.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

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

For positions in California, Colorado, District of Columbia, Hawaii, Maryland, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in