Director -CCaaS Convo AI
Director -CCaaS Convo AI
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Data Analytics & AIManagement Level
Managing DirectorJob 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 decisionmaking and driving business growth.Those in artificial intelligence and machine learning at PwC will focus on developing and implementing advanced AI and ML solutions to drive innovation and enhance business processes. Your work will involve designing and optimising algorithms models and systems to enable intelligent decisionmaking and automation.
Years of Experience: Candidates with 15 years of hands on experience
Must Have:
Familiarity with the CCaaS domain contact center operations customer experience metrics and industryspecific challenges
Understanding of conversational (chats emails and calls) data to train Conversational AI systems
Indepth knowledge of CCaaS platforms like NiceCX Genesys Cisco etc. including their architecture functionalities and integration capabilities
Familiarity with contact center metrics such as average handle time (AHT) first call resolution (FCR) and customer satisfaction (CSAT)
Familiarity with sentiment analysis topic modeling and text classification techniques
Proficiency in data visualization tools like Tableau Power BI Quicksight and others
Understanding of cloud platforms (e.g. AWS Azure Google Cloud) and their services for scalable data storage processing and analytics
NLU Verticals Expertise: ASR generation SSML modeling Intent Analytics conversational AI testing Agent AssistProactive Outreach Orchestration and Generative AI
Apply advanced statistical and machine learning techniques to analyze large datasets and develop predictive models and algorithms enhancing contact center performance.
Nice to Have:
Proficiency in programming languages such as Python/Pyspark/R/SQL
Strong understanding of data science principles statistical analysis and machine learning techniques.
Experience in predictive modeling
Skilled in techniques like regression analysis time series forecasting clustering and NLP techniques
Knowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data.
Understanding of NoSQL databases (e.g. MongoDB Cassandra) for handling unstructured and semistructured data.
Awareness of data security best practices encryption techniques and compliance regulations (e.g. GDPR CCPA). Understanding of ethical considerations in data science and responsible AI practices.
Educational Background:
- BE / B.Tech / MCA / M.Sc / M.E / M.Tech / MBA
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening AI Implementation Analytical Thinking C Programming Language Coaching and Feedback Communication Complex Data Analysis Creativity Data Analysis Data Infrastructure Data Integration Data Modeling Data Pipeline Data Quality Deep Learning Embracing Change Emotional Regulation Empathy Exemplary Leadership GPU Programming Inclusion Influence Innovation 38 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
YesJob Posting End Date
Required Experience:
Director
Employment Type
Full-Time
