AI Contact Center & CCaaS Implementation - Sr Associate

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.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce 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 Customer Experience Technology team, you will lead the execution of key deliverables for Contact Center Transformation, acting as a business analyst and team lead across discovery, design, build, test, deploy, and hypercare. As a Senior Associate, you will analyze complex problems, mentor others, and maintain elevated standards while building meaningful client connections and navigating increasingly complex situations. This role offers the chance to deepen your technical knowledge, anticipate client needs, and contribute to innovative solutions in a dynamic environment.
Responsibilities
- Lead the execution of critical deliverables for Contact Center Transformation, including process maps, conversation designs, routing diagrams
- Act as a business analyst and team lead throughout the implementation lifecycle, including requirements, design, development, testing, release planning, and hypercare
- Manage and track project execution, including tasks, risks, actions, and team capacity
- Analyze complex problems and develop impactful solutions
- Mentor junior team members and foster their professional growth
- Build and maintain sturdy relationships with clients
- Navigate intricate situations to secure project success
- Anticipate client needs and adapt strategies accordingly
- Contribute to innovative solutions in a fast-paced environment
What You Must Have
- Bachelor's Degree
- At least 3 years of experience in business analysis
What Sets You Apart
- Practical experience supporting technology delivery in Agile
- Proficiency in Jira, Confluence, Excel, and PowerPoint
- Thorough problem-solving and structured communication skills
- Familiarity with CCaaS platforms and CRM systems preferred
- Exposure to workforce management and contact-center analytics preferred
- Experience with conversational AI and conversation design preferred
- Managing team capacity and sprint burndown effectively
- Attention to precision while managing multiple tasks and deadlines
- Experience outlining process maps, wireframes, and voiceflow designs
- Shaping solution requirements and designs
- Overseeing teams of testers for SIT/UAT/regression testing
- Managing and tracking action items and risks
- Conducting reviews of customer data and solution performance data
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.
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.
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
The salary range for this position is: $77,000 - $202,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. 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