PwC

Agentic AI & Contact Center AI Architect, Director

PwC

full-time

Posted on:

Location Type: Hybrid

Location: New York City • District of Columbia • Florida • United States

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Salary

💰 $155,000 - $410,000 per year

Job Level

Lead

About the role

  • 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
  • Lead the architecture design and configuration of CCaaS platforms and manage routing and queuing processes
  • Oversee the implementation of workforce management and conversational AI solutions
  • Direct reporting, analytics, and outbound dialer strategies
  • Integrate CRM and telephony systems to enhance customer interactions
  • Develop and execute a unified customer data strategy
  • Lead cross-functional teams through every project phase from strategy to deployment
  • Deliver innovative solutions that drive measurable business outcomes
  • Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights

Requirements

  • Bachelor's Degree
  • At least 8 years of experience with CCaaS transformations
  • Master's Degree preferred
  • Demonstrating impact using AI/GenAI for improvements
  • Designing target operating models and leading change
  • Recognized market presence and alliance ecosystem leadership
  • Directing CCaaS/AI stakeholders and overseeing reviews
  • Hands-on experience with CCaaS tools and integrations
  • Proven portfolio management and executive stakeholder engagement
  • Thought leader level leadership and communication at c-suite level
  • Track record of shaping proposals and contributing thought leadership
Benefits
  • medical
  • dental
  • vision
  • 401k
  • holiday pay
  • vacation
  • personal and family sick leave
  • annual discretionary bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CCaaS transformationsAIGenAIworkforce managementconversational AI solutionsCRM integrationtelephony systemsportfolio managementproposal shapingchange management
Soft Skills
leadershipcommunicationcross-functional team managementthought leadershipstakeholder engagementstrategic visionanalyticsinnovationproject managementmarket insights
Certifications
Bachelor's DegreeMaster's Degree