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PwC · 9 hours ago

Customer Interaction and Contact Center AI Director

Minneapolis, MN

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$155K/yr - $410K/yr

12+ years exp

PwC is a leading firm in data and analytics, focusing on leveraging data to drive insights and informed business decisions. The Customer Interaction and Contact Center AI Director will lead the design and development of AI solutions to enhance customer engagement, reduce service costs, and increase operational efficiency, while also overseeing business development efforts and maintaining executive-level client relations.

AccountingBusiness DevelopmentConsultingFinanceFinancial ServicesTax Consulting

No H1B

Responsibilities

Lead the design and development of Customer Interaction and Contact Center AI solutions

Own the thorough transformation of Customer Experience across multiple workstreams and domains, with clear vision, scope, roadmap, and value case; manage plans, budgets, and benefits realization

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

Reduce customer service costs and increase operational efficiency with Generative AI and Agent Assist tools

Lead cross-functional teams through every project phase from strategy to deployment

Set strategic direction for the Digital Contact Solutions team

Shape proposals, lead pursuits, expand accounts, and contribute thought leadership and market insights- Oversee multiple projects confirming impactful client relations

Drive business development efforts within the AI domain

Maintain executive-level client relationships

Mentor and guide team members in AI and technology leading practices

Qualification

Contact Center AI solutionsCustomer Interaction strategiesAI technology leadershipEnd-to-end solution deliveryTeam leadershipBusiness developmentClient presentationsMentoring