CCaaS Delivery Lead - Senior Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Data Analytics & AI

Management Level

Senior Manager

Job Description & Summary

At PwC our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals.

In data analysis at PwC you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive datadriven decisionmaking. You will leverage skills in data manipulation visualisation and statistical modelling to support clients in solving complex business problems.

Growing as a strategic advisor you leverage your influence expertise and network to deliver quality results. You motivate and coach others coming together to solve complex problems. As you increase in autonomy you apply sound judgment recognising when to take action and when to escalate. You are expected to solve through complexity ask thoughtful questions and clearly communicate how things fit together. Your ability to develop and sustain high performing diverse and inclusive teams and your commitment to excellence contributes to the success of our Firm.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients share alternative perspectives and act on client feedback.
• Direct the team through complexity demonstrating composure through ambiguous challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Job Title: Senior Manager Data Science Contact Centre as a
Service (CCaaS)
Position: Senior Manager (CCaaS)
Industry: Digital Contact Solutions (DCS) TelecommunicationsMediaTechnology (TMT)
Health Industries (Payers Providers Life Sciences) BFS&I RTH.
Domain: Data Science Contact Centre as a Service (CCaaS)
About Acceleration Center Bangalore
At PwC we connect people with diverse backgrounds and skill sets to solve important problems together and
lead with purposefor our clients our communities and for the world at large. It is no surprise therefore that
429 of 500 Fortune global companies engage with PwC. Acceleration Centers (ACs) are PwCs diverse global
talent hubs focused on enabling growth for the organization and value creation for our PwC
Advisory Acceleration Center in Bangalore is part of our Advisory business in the US. The team is focused on
developing a broader portfolio with solutions for Risk Consulting Management Consulting Technology
Consulting Strategy Consulting Forensics and vertical specific solutions. PwCs highperformance culture is
based on passion for excellence with a focus on diversity and inclusion. You will collaborate with and receive
support from a network of people to achieve your goals. We will also provide you with global leadership
development frameworks and the latest in digital technologies to learn and excel in your career. At the core of
our firms philosophy is a simple construct: We care for our people. Globally PwC is ranked the 3rd most
attractive employer according to Universum. Our commitment to Responsible Business Leadership Diversity &
Inclusion worklife flexibility career coaching and learning & development makes our firm one of the best
places to work learn and excel
We are looking for CCaaS Development Manager with a strong Contact Centre Application Development &
solution design background (and overall professional experience of 10 years) to work in our Cloud & Digital
practice in Mumbai Bangalore.
The Manager will work as an integral part of business analytics & transformation teams in India alongside
clients and consultants in the U.S. being integral to highend CCaaS consulting engagements presales
and development expertise.
Education: Advanced Degree in a quantitative discipline such as Computer Science Engineering
Econometrics Statistics or Information Sciences such as business analytics or informatics
Required Skills: Successful candidates will have demonstrated the following skills and characteristics:
Must Have:
Internal & External stakeholder management
Forecast & define project milestones/timelines
Familiar on estimation models (Fixed Bid T&M)
Familiarity with the CCaaS domainCCaaS Application Development contact center solution design.
Indepth knowledge of CCaaS platforms like MS DCCP Amazon Connect NICECXOne Genesys
Cloud Cisco Webex CC Cisco HCS UCCE/PCCE etc. including their architecture functionalities
and application development integration capabilities
Governance & communication skills
Handson configuration of CCaaS platform (MS DCCP Amazon Connect/ Genesys Cloud/NICE
CXOne) includes
o Implementation of Contact Centre platforms
o Instance creation & setup
o Configuration
o Application Development
o CCaaS integration with CRM ITSM & other host application
o SIP Trunking
o Understanding of the fundamental ingredients of enterprise integration including
interface definitions and contracts; REST APIs or SOAP web services; SQLMY SQL
Oracle PostgreSQL Dynamo DB S3 RDS
Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
Work on high volume presales consulting engagements including solution design document definition
commercial construct (CCaaS)
High proficiency in defining top notch customer facing slides/presentations
Proficiency in data visualization tools like Tableau Power BI Quicksight and others
Nice to Have:
Experience in CPaaS platforms (Twilio Infobip) for synergies between Communication Platform As A
Service & Contact Center As a Service
Understanding of cloud platforms (e.g. AWS Azure Google Cloud) and their services for scalable
data storage processing and analytics
Work on high velocity Presales solution consulting engagements (RFP RFI RFQ)
Define industry specific use cases (BFS & I Telecom Retail Manlog etc)
Defining Business Case
Roles and Responsibilities:
Stakeholder management
Architectural design (CCaaS)
CCaaS Application Development (Build & Deploy)
Build CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
Develop and execute on project & analysis plans under the guidance of project manager
Ability to write and deploy production ready code
CI CD Git Repo Git labs AWS Pipeline Azure Devops (any of these)
Validate analysis outcomes recommendations with all stakeholders including the client team
Governance & Steerco
Collaborate with internal cross functional teams & leadership during sales preslaes & delivery
engagements
Build storylines and make presentations to the client team and/or PwC project leadership team
Contribute to the knowledge and firm building activities
CCaaS Domain Expertise:
Understanding of the Contact Centre as a Service domain
Proficiency with CCaaS platforms (Genesys Cloud Amazon Connect Cisco Webex CC Cisco
UCCEPCCE NICE CXOne Calibrio Verint Genesys Engage)
Stay up to date with industry trends best practices and emerging technologies related to CCaaS and
conversational AI.
Design & develop OmniChannel customer experience solutions (Conversational IVR Chat Bots
Messaging Bots(WhatsApp Fb X) Voice Bots Email Chat & SMS
Proficient with CCaaS platform features license types
Instance creation & setup of CCaaS platforms in PwC local lab environments for production setup for
customers
Proficient in establishing and managing (CCaaS) communications via (VoIP) with SIP trunking
Proficient in automating CCaaS deployments through telephony Continuous Integration/Continuous
Deployment (CI/CD) practices and outreach strategies
Knowledge to integrate telephony and computer systems in contact centers leveraging Computer
Telephony Integration
Extensive knowledge of ACD (Automatic Call Distribution) systems
Experience in IVR systems with automated menus and performing selfservice actions
Experience in call recording and quality monitoring
Experience in Workforce Management (WFM) systems for optimizing contact center operations
through call volume forecasting agent scheduling and schedule adherence monitoring(Genesys
WFO Verint WFO & Calabrio WFO)
Proficiency in speech analytics including sentiment analysis keyword spotting and voice biometrics
Proficient in realtime analytics to track metrics and make datadriven decisions on agent allocation
call routing and service level management
Expertise to integrate contact center system with CRM platforms
Proficiency in API integrations between CCaaS platform with external systems
Expertise in security and compliance standards for handling customer data handling
Expertise in multichannel communications to integrate voice chat email and social media within the
CCaaS environment
Application integration between CCaaS platforms & Conversational AI platforms (Chat Bot Messaging
Bots & Voice Bots) for GET/POST of data
Capability to design end to end CCaaS solution aspects including SIP Network CCaaS Application
Development
Local Telco approved regulatory / compliant solution design (to deliver CCaaS solution to customers)
Global SIP coverage across geos (TFN ITFN DIDUIFN)
Understanding of networking terminologies in CCaaS (underlayoverlay design)
MPLSSDWAN/Internet
Router (CPE) models configurations
BYOC SBC/Media Gateways setup & configurations (Audiocodes Ribbon SONUS)
What we offer:
At PwC we care for the mental & physical wellbeing of our people and respect the flexibility that is
needed in these difficult times. Keeping these factors in mind we have introduced policies around
WorkfromHome. Anywhere and flexible working hours.
Midyear appraisal cycle to reward performance on time
Opportunities to solve problems which matter to our clients and have a strong longlasting impacts
Continuous learning and upskilling opportunities nurturing you to become a better leader and
consultant of tomorrow. We provide you access to Massive Online Open Courses (MOOC) at no cost.
A world class leadership to guide you on gaining expertise across various functions and a top notch
diverse peer group to support you throughout the journey
Interaction with the senior client leadership and a chance to meet them in person by visiting client
locations (as needed) and/or permanent relocation

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 Algorithm Development Alteryx (Automation Platform) Analytical Thinking Analytic Research Big Data Business Data Analytics Coaching and Feedback Communication Complex Data Analysis Conducting Research Creativity Customer Analysis Customer Needs Analysis Dashboard Creation Data Analysis Data Analysis Software Data Collection DataDriven Insights Data Integration Data Integrity Data Mining Data Modeling 46 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

0

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date