Line of Service
Advisory
Industry/Sector
FS X-Sector
Specialism
Operations
Management Level
Manager
Job Description & Summary
At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.
Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.
Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.
Role Summary
We are seeking an experienced Manager with strong expertise in Contact Center Transformation to drive presales engagements, solution design, and customer conversations. The role requires a blend of technical depth, contact center operations knowledge, client stakeholder management, and project delivery awareness to ensure solutions are not only sold effectively but are also implementable and scalable.
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Responsibilities
Presales & Solutioning
· Partner with sales teams to lead end-to-end presales activities including discovery, solution design, demos, proposals, and commercial inputs.
· Design AI-led contact center transformation solutions covering chatbots, voicebots, real-time agent assist, speech analytics, and reporting.
· Translate business requirements into robust solution architectures aligned to customer objectives and delivery realities.
· Build compelling value propositions, business cases, and ROI models.
Client Stakeholder Management
· Lead customer workshops, requirement discovery sessions, and executive-level solution presentations.
· Manage expectations by clearly articulating scope, assumptions, dependencies, and success metrics.
· Support ongoing client conversations through the sales cycle and transition into delivery.
Project Delivery & Implementation Alignment
· Bring strong delivery perspective to presales by defining realistic implementation approaches, timelines, and rollout strategies.
· Collaborate with delivery and program management teams to ensure smooth handover from presales to execution.
· Identify risks, dependencies, and change management considerations early in the solution design.
· Provide advisory support during initial phases of implementation, as needed.
Operational & Domain Expertise
· Apply deep understanding of contact center operations including IVR, call flows, QA, workforce management, reporting, and compliance.
· Map AI and automation solutions to operational KPIs such as AHT, CSAT, FCR, containment, and agent productivity.
· Design solutions that balance innovation with operational feasibility.
Collaboration & Enablement
· Work closely with product, engineering, and delivery teams to shape solutions and provide market feedback.
· Support RFP/RFI responses, solution documentation, effort estimation, and pricing inputs.
· Enable sales teams through demos, solution playbooks, and competitive positioning.
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Required Skills & Experience
· 8–10 years of experience in Presales, Solution Consulting, or Contact Center Transformation.
· Proven experience managing client stakeholders and engaging with senior business and IT leaders.
· Strong understanding of project delivery models, implementation of lifecycles, and governance.
· Hands-on expertise in:
o Chatbots & Voicebots
o Real-Time Agent Assist
o Speech & Interaction Analytics
o Smart Knowledge management solutions
o Contact Center Operations & KPIs
· Experience with leading platforms like Kore.ai, Uniphore, Amazon Connect, Google CCAI, NICE and others
· Excellent communication, storytelling, and presentation skills.
· Experience supporting enterprise RFPs and complex deals.
Mandatoryskill sets:
•Strong Python engineering with experience in LLM / agent development (Bedrock,LangChain/LangGraph, Strands, or equivalent).
•Demonstratedwork building production‑grade integrations with REST/GraphQLAPIs and message queues.
•Good understanding of RAG, embeddings, vectorsearchand prompt engineering.
•Comfortable working directly with business teams to refine flows and edge‑cases.
Preferred Skill sets:
•Implement guardrails, hallucinationdetectionand low‑confidence flows (HITL escalation, re‑query, etc.).
•Work closely with business SMEs to encode rules for discrepancy detection, brand communicationtemplatesand PO creation logic.
•Optimisetoken usage,latencyand reliability; contribute to eval and monitoring dashboards.
Years of Experience Required:
4 to 7yrs
Education qualification:
Bachelor’s degree in Engineering(B.E. Hons) or related field.Mastersdegree
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required: Bachelor Degree
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Agent Management
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Automation Algorithms, Automation Engineering, Automation Framework Design and Development, Automation Programming, Automation Solutions, Automation Studio, Automation System Efficiency, Blue Prism, Business Analysis, Business Performance Management, Business Process Analysis, Business Process Automation (BPA), Business Transformation, Business Value Optimization, C++ Programming Language, Coaching and Feedback, Cognitive Automation, Communication, Conducting Discovery, Configuration Management (CM) {+ 41 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
