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PwC · 2 weeks ago

Agentic AI & Contact Center AI Architect

Florham Park, NJ

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$124K/yr - $280K/yr

6+ years exp

PwC is a leading professional services firm focusing on data and analytics to drive insights and informed business decisions. The role of Agentic AI & Contact Center AI Architect involves leading the architecture design and development of innovative AI solutions for customer interactions while serving as a strategic advisor to cross-functional teams.

AccountingBusiness DevelopmentConsultingFinanceFinancial ServicesTax Consulting

No H1B

Responsibilities

Lead the design and implementation of innovative Customer Interaction and Contact Center AI solutions

Guide cross-functional teams through every stage of project execution

Establish strategic direction for the Digital Contact Solutions team

Shape proposals and drive business development initiatives

Interact with clients at a senior level to secure project success

Provide thought leadership and market insights to enhance service offerings

Foster collaboration and operational excellence within the team

Analyze project outcomes and identify opportunities for enhancement

Qualification

AI solutions designCloud platforms proficiencyDevOps expertiseTechnical leadershipProfessional certificationsC-suite communicationAI/ML proficiencyTeam managementSystems thinkingCoaching abilitiesMentoring skillsProblem-solving

Required

Bachelor's Degree

At least 6 years of experience

Preferred

Master's Degree preferred

Professional certifications from AWS, Microsoft, Google preferred

Leading design and development of AI solutions

Excelling in communication at c-suite level

Managing teams of functional and technical resources

Utilizing cloud platforms and modern architecture patterns

Demonstrating technical leadership as a Solution Architect

Proficiency in DevOps, AI/ML, and IT transformation

Hands-on experience with Amazon Q and Agentic AI Frameworks

Leading teams to create end-to-end solutions for customer journey from intent recognition through resolution, across IVR and Agent tools

Improving customer engagement and satisfaction through Conversational AI and Agentic AI solutions

Mentoring and guiding team members in AI and technology leading practices

Leading initiatives of prototyping, proof-of-concept (PoC) to validate new AI / agentic capabilities before full rollout

Integrating agentic AI into enterprise ecosystems, guardrails and safety layers

Architecting autonomous and semi-autonomous agent workflows for customer and business outcomes

Designing and delivering agentic AI products, applications, and solutions tailored to business needs, while providing implementation guidance throughout execution

Architecting enterprise-grade AI platforms with a focus on framework selection, governance, and operational models to ensure safety, security, and scalability

Guiding teams in adopting agent frameworks, best practices, prompt engineering, and model fine-tuning

Integrating contact center applications with SaaS cloud CRM, Agent Desktop solution