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Company

PwC · 2 days ago

Digital Contact Solutions Senior Manager

Phoenix, AZ

Full-time

Remote

Senior Level, Lead/Staff

$130K/yr - $256K/yr

9+ years exp

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AccountingBusiness Development

No H1B

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Responsibilities

Leading the design and development of Contact Center AI solutions and Conversational AI solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency;

Managing a team of AI consultants, data scientists, developers and designers, providing guidance, support, and mentoring to ensure the team is aligned with the company's strategic goals;

Managing the end-to-end AI development lifecycle, from ideation and design to testing, deployment, and maintenance;

Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue;

Working closely with stakeholders across the organization to ensure that Contact Center and Conversational AI solutions are aligned with company goals and values, and meet regulatory requirements;

Working in Contact-Center-as-a-Service and/or Conversational AI development, with a track record of delivering successful projects;

Understanding or experience with Contact Center as a service providers such as Nice, Nuance or Genesys and leading contact center transformation projects;

Understanding or experience with conversational AI platforms, such as Google Dialogflow, Amazon Lex, IBM Watson, Microsoft Azure hyper-scalers;

Understanding or experience with Conversational AI platform providers like OneReach.ai, Kore.ai, Omilia, Cognigy;

Understanding of data privacy and security regulations and best practices;

Using natural language processing (NLP), machine learning (ML), Generative AI, and other relevant AI technologies and platforms;

Analyzing Conversational (Chats, Emails, Messages and Calls) data, and the use of this data to build Natural Language (NLP) modeling pipelines for intent classification, training & deploying conversational AI systems, IVR, virtual assistants, chatbots etc.;

Leveraging NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, BERT, T5, hugging face and other NLP Models;

Collaborating with client team to understand their business problem and select the appropriate models for Conversational AI use cases;

Building machine learning models and systems, interpret their output, and communicate their results to internal/client teams and how those outcomes realize business value;

Designing and storyboarding Conversational AI use-cases;

Using voice user interface (VUI) design and development;

Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure;

Using chatbot development frameworks, such as RASA or Microsoft Bot Framework;

Using natural language understanding (NLU) and sentiment analysis;

Understanding of Large Language Models such as Bard and/or OpenAI and NLG solutions;

Developing AI solutions for multilingual audiences;

Using Python (e.g., Pandas, NLTK, etc.), Relational storage (SQL), Non-relational storage (NoSQL), RASA bot framework, LUIS, Azure;

Understanding or hands on experience with Lex, Nuance Mix, Dialog Flow, AWS and Google Cloud, R, Power BI, Tableau, Alteryx;

Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;

Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis;

Structuring, writing, communicating and facilitate client presentations; and,

Directing associates / senior associates through coaching, providing feedback, and guiding work performance.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Contact Center AI solutionsConversational AI solutionsAI development lifecycleNatural Language ProcessingMachine LearningCloud platformsData privacy regulationsData analysisPythonConversational AI platformsVoice User InterfaceChatbot development frameworksLarge Language ModelsSQLNoSQLRASA bot frameworkPower BITableauAlteryxCoaching

Required

Bachelor's Degree

9 year(s) of experience

Craft and convey clear, impactful and engaging messages that tell a holistic story.

Apply systems thinking to identify underlying problems and/or opportunities.

Validate outcomes with clients, share alternative perspectives, and act on client feedback.

Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.

Deepen and evolve your expertise with a focus on staying relevant.

Initiate open and honest coaching conversations at all levels.

Make difficult decisions and take action to resolve issues hindering team effectiveness.

Model 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.

Preferred

Linguistics, Computer and Information Science, Engineering

Managing a team of AI consultants, data scientists, developers and designers, providing guidance, support, and mentoring to ensure the team is aligned with the company's strategic goals.

Managing the end-to-end AI development lifecycle, from ideation and design to testing, deployment, and maintenance.

Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue.

Working closely with stakeholders across the organization to ensure that Contact Center and Conversational AI solutions are aligned with company goals and values, and meet regulatory requirements.

Working in Contact-Center-as-a-Service and/or Conversational AI development, with a track record of delivering successful projects.

Understanding or experience with Contact Center as a service providers such as Nice, Nuance or Genesys and leading contact center transformation projects.

Understanding or experience with conversational AI platforms, such as Google Dialogflow, Amazon Lex, IBM Watson, Microsoft Azure hyper-scalers.

Understanding or experience with Conversational AI platform providers like OneReach.ai, Kore.ai, Omilia, Cognigy.

Understanding of data privacy and security regulations and best practices.

Using natural language processing (NLP), machine learning (ML), Generative AI, and other relevant AI technologies and platforms.

Leveraging NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, BERT, T5, hugging face and other NLP Models.

Collaborating with client team to understand their business problem and select the appropriate models for Conversational AI use cases.

Building machine learning models and systems, interpret their output, and communicate their results to internal/client teams and how those outcomes realize business value.

Designing and storyboarding Conversational AI use-cases.

Using voice user interface (VUI) design and development.

Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure.

Using chatbot development frameworks, such as RASA or Microsoft Bot Framework.

Using natural language understanding (NLU) and sentiment analysis.

Understanding of Large Language Models such as Bard and/or OpenAI and NLG solutions.

Developing AI solutions for multilingual audiences.

Using Python (e.g., Pandas, NLTK, etc.), Relational storage (SQL), Non-relational storage (NoSQL), RASA bot framework, LUIS, Azure.

Understanding or hands on experience with Lex, Nuance Mix, Dialog Flow, AWS and Google Cloud, R, Power BI, Tableau, Alteryx.

Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams.

Managing daily operations of a global data and analytics team on client engagements, review developed models, provide feedback and assist in analysis.

Structuring, writing, communicating and facilitate client presentations.

Directing associates / senior associates through coaching, providing feedback, and guiding work performance.