Digital Contact & Services Manager (AI & CCaaS)

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm's/client's expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm's code of ethics and business conduct.

The Opportunity

As part of the Data and Analytics - Data Analysis team you manage the development of AI and GenAI solutions, including analytical modeling, prompt engineering, and iterative development with clients. As a Manager you lead teams and manage client accounts, focusing on strategic planning and mentoring junior staff. You are responsible for project success, maintaining standards, and leveraging team strengths to deliver on client expectations. Additionally, you facilitate executive-level presentations, structure client presentations, and guide the work performance of associates and senior associates through coaching and feedback.

Responsibilities

- Lead the development of AI and GenAI solutions

- Oversee analytical modeling and prompt engineering

- Guide iterative development processes with clients

- Mentor and coach junior staff to enhance their skills

- Maintain exceptional standards and project success

- Leverage team strengths to meet client expectations

- Facilitate and structure executive-level presentations

- Provide feedback to associates and senior associates

What You Must Have

- Bachelor's Degree

- 7 years of experience

What Sets You Apart

- Managing development teams in building AI and GenAI solutions

- Documenting and analyzing business processes for AI opportunities

- Collaborating with client team to select AI/GenAI models

- Designing AI/GenAI architectures for plugin-based solutions

- Managing teams to process unstructured and structured data

- Managing daily operations of a global data and analytics team

- Directing data engineers and data scientists for client solutions

- Leading development of proof of concepts and pilots

- Facilitating executive level presentations for GenAI solutions

- Managing GenAI application development teams

- Using Python, LLM frameworks, SQL, and NoSQL

- Experience in Machine Learning, Neural Networks, and Optimization

- Understanding of Azure, AWS, and Google Cloud platforms

- Experience with Git Version Control and CI/CD

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

The salary range for this position is: $100,000 - $232,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance