Digital Contact Solutions Senior Manager

$130,000 - $256,000/Yr

PricewaterhouseCoopers - Richmond, VA

Full-time - Senior

Richmond, VA

Professional, Scientific, and Technical Services

About the position

As a Data and Analytics professional at PwC, you will leverage advanced analytical techniques to extract insights from large datasets, driving data-driven decision-making for clients. This role emphasizes the importance of strategic advisory, team leadership, and the ability to navigate complex business challenges while fostering a diverse and inclusive team environment.

Responsibilities

• Utilize advanced analytical techniques to extract insights from large datasets.
• Drive data-driven decision-making for clients by leveraging data manipulation, visualization, and statistical modeling.
• Lead the design and development of Contact Center AI and Conversational AI solutions.
• Manage a team of AI consultants, data scientists, developers, and designers, providing guidance and support.
• Oversee the end-to-end AI development lifecycle from ideation to deployment and maintenance.
• Develop and implement strategies for Contact Center AI and Conversational AI to enhance user engagement and business growth.
• Collaborate with stakeholders to ensure AI solutions align with company goals and regulatory requirements.
• Analyze conversational data to build NLP modeling pipelines for various AI applications.
• Communicate effectively with clients to validate outcomes and share insights.
• Coach and mentor team members to enhance their performance and effectiveness.

Requirements

• Bachelor's Degree in a relevant field.
• 9 years of experience in data analysis or related fields.
• Extensive experience in managing client needs and delivering AI solutions.
• Proven record of success as a team leader in AI and data analytics.
• Strong understanding of conversational AI platforms and technologies.
• Experience with natural language processing (NLP) and machine learning (ML).
• Ability to analyze and interpret data to drive business value.

Nice-to-haves

• Experience with Contact Center as a Service providers like Nice, Nuance, or Genesys.
• Familiarity with cloud platforms such as AWS, Google Cloud, or Microsoft Azure.
• Knowledge of data privacy and security regulations.
• Experience with chatbot development frameworks like RASA or Microsoft Bot Framework.
• Understanding of Large Language Models and NLG solutions.

Benefits

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