Digital Contact Solutions Senior Manager

$130,000 - $256,000/Yr

PricewaterhouseCoopers - Boston, MA

Full-time - Senior

Boston, MA

Professional, Scientific, and Technical Services

About the position

The position focuses on leveraging data and advanced analytics techniques to extract insights from large datasets, driving data-driven decision-making for clients. The role involves managing a team of AI consultants and data scientists to develop and implement AI solutions that enhance customer engagement and operational efficiency. As a strategic advisor, the individual will motivate and coach team members while navigating complex business challenges and ensuring alignment with company goals.

Responsibilities

• Utilize advanced analytical techniques to extract insights from large datasets.
• Manage a team of AI consultants, data scientists, developers, and designers.
• Lead the design and development of Contact Center AI and Conversational AI solutions.
• Oversee the end-to-end AI development lifecycle from ideation to deployment.
• Develop and implement strategies for Contact Center AI and Conversational AI.
• Collaborate with stakeholders to ensure solutions meet company goals and regulatory requirements.
• Analyze conversational data to build NLP modeling pipelines for AI systems.
• Communicate results and business value of AI solutions to clients and internal teams.
• Direct associates through coaching and feedback to enhance team effectiveness.

Requirements

• Bachelor's Degree in a relevant field.
• 9 years of experience in data analysis or related roles.
• Extensive experience in managing client needs and delivering AI solutions.
• Proven record of success as a team leader in AI and data analytics.

Nice-to-haves

• Experience with conversational AI platforms like Google Dialogflow and Amazon Lex.
• Familiarity with data privacy and security regulations.
• Knowledge of natural language processing (NLP) and machine learning (ML) technologies.
• Experience with cloud platforms such as AWS, Google Cloud, or Microsoft Azure.
• Understanding of large language models and NLG solutions.

Benefits

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