Digital Contact & Services Senior Associate

$84,000 - $202,000/Yr

PricewaterhouseCoopers - Boston, MA

Full-time - Mid Level

Boston, MA

Professional, Scientific, and Technical Services

About the position

The position focuses on leveraging data analytics and AI to drive insights and support clients in making informed business decisions. The role involves utilizing advanced analytical techniques to extract insights from large datasets, manage client relationships, and lead a team of AI consultants and data scientists in delivering innovative solutions that enhance customer engagement and operational efficiency.

Responsibilities

• Utilize advanced analytical techniques to extract insights from large datasets.
• Lead the design and development of Contact Center AI and Technology solutions.
• Manage the end-to-end solution delivery lifecycle from ideation to maintenance.
• Develop and implement Contact Center AI & Conversational AI strategies.
• Work closely with stakeholders to align AI solutions with company goals and regulatory requirements.
• Analyze conversational data to build Natural Language Processing (NLP) modeling pipelines.
• Collaborate with client teams to understand business problems and select appropriate models for AI use cases.
• Direct associates and senior associates through coaching and feedback.

Requirements

• Bachelor's degree in a relevant field.
• Minimum of 4 years of experience in data analytics or AI.
• Experience with conversational AI and CCaaS platforms.
• Understanding of data privacy and security regulations.
• Proven experience in leading teams and managing client relationships.
• Technical product leadership experience with providers such as AWS Lex/Connect, Kore.ai, and Nuance.

Nice-to-haves

• Experience with Generative AI in Contact Center solution optimization.
• Familiarity with cloud platforms such as AWS, Google Cloud, or Microsoft Azure.
• Knowledge of bot development frameworks like RASA or Lex Bot Framework.
• Experience in developing AI solutions for multilingual audiences.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid holidays
• Vacation pay
• Annual discretionary bonus