Director – Contact Center Transformation

PwC

. Lead strategic initiatives for contact center transformation, focusing on client support and service excellence .

Posted 9/23/2026full-timeUnited StatesLead💰 $155,000 - $410,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading contact center transformation initiatives, implementing AI-powered solutions like Amazon Connect and Genesys CloudCX, and developing customer experience strategies. Proven ability to mentor teams, drive business growth, and optimize user interaction through innovative design and analytics.

Highest-signal resume keywords

Contact Center TransformationAI-Powered Solutions ImplementationAmazon ConnectGenesys CloudCXCustomer Experience Strategy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center AnalyticsUser Experience DesignOmnichannel ImplementationAngularJSReactVue.jsStrategic Decision-MakingBusiness DevelopmentIndustry Trend AnalysisDigital Accessibility

Soft Skills

Stakeholder Relationship ManagementMentoringCollaborationStrategic QuestioningLeadership

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Client SupportService ExcellenceContact Center ArchitectureHuman-Centered DesignCustomer Insights

Tech Stack

Tools & technologies

AngularJavaScriptReactVue.js

About the role

Key responsibilities & impact

Lead strategic initiatives for contact center transformation, focusing on client support and service excellence
Oversee implementation of AI-powered contact center solutions, including Amazon Connect and Genesys CloudCX
Drive development and customization of contact center software to enhance user interaction and client satisfaction
Manage omnichannel contact center implementation to optimize customer experience and streamline operations
Conduct discovery and analysis to identify innovation and improvement opportunities in contact center architecture
Collaborate with teams to design and develop user interfaces using AngularJS, React, and Vue.js
Utilize contact center analytics for strategic decision-making and workforce management improvement
Promote digital accessibility and human-centered design principles
Build stakeholder relationships, gather customer insights, and drive strategic questioning
Mentor teams in contact center consulting and transformation best practices
Set strategic direction and lead business development efforts
Oversee multiple projects and maintain executive-level client relations
Mentor the next generation of leaders and help drive business growth

Requirements

What you’ll need

At least a Bachelor's degree
At least 9 years of experience
Experience in contact center transformation and strategy
Experience utilizing AI-powered contact center solutions
Experience implementing Amazon Connect and Genesys CloudCX
Experience leading omnichannel contact center implementations
Experience developing customer experience (CX) strategies
Experience conducting industry trend analysis for strategic insights
Experience innovating in user experience (UX) design research
Ability to travel up to 80%
Must not require PwC sponsorship through the H-1B lottery, except as permitted by PwC policy

Benefits

Comp & perks

Annual discretionary bonus
Medical insurance
Dental insurance
Vision insurance
401k
Holiday pay
Vacation
Personal and family sick leave