Conversational AI Business Analyst - Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Data Analytics & AI

Management Level

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.

Enhancing your leadership style you motivate develop and inspire others to deliver quality. You are responsible for coaching leveraging team members unique strengths and managing performance to deliver on client expectations. With your growing knowledge of how business works you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects ensuring their successful planning budgeting and completion.
• Partner with team leadership to ensure collective ownership of quality timelines and deliverables.
• Develop skills outside your comfort zone and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues engaging in difficult conversations with clients team members and other stakeholders escalating where appropriate.
• Uphold 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: Manager (Business Analyst) Data
Science Contact Centre as a Service (CCaaS)
Position: Senior Associate (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 Business Analyst 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 Senior Associate 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
Familiarity with the CCaaS domain
Indepth functional knowledge of sellservice (IVR Chat Bots) omni channel & agent desktop
applications) of CCaaS platforms like MS DCCP Amazon Connect NICECXOne Genesys Cloud
Cisco Webex CC Cisco HCS UCCE/PCCE
Governance & communication skills
Deeper techno functional CCaaS expertise for the platforms MS DCCP Amazon Connect Genesys
Cloud/NICE CX One.
Analyze existing business processes and identify opportunities for improvement through technology.
Translate business requirements into technical specifications for development teams.
Create process maps use cases and user stories to illustrate requirements and workflows.
Facilitate workshops and meetings with crossfunctional teams to ensure alignment on project goals.
Assist in the testing and validation of cloud contact center solutions ensuring they meet business
needs.
Monitor project progress and provide regular updates to stakeholders.
Stay current with industry trends and best practices related to cloud contact centers and customer
experience.
Ensure compliance with industry standards and best practices.
Analyze test results and provide detailed reports on findings.
Participate in agile ceremonies providing input on quality assurance processes
Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
Run and execute complete User Acceptance Test alongside testers
Proficient in writing user stories in JIRA
High proficiency in defining top notch customer facing slides/presentations
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 (internal & external)
Proficient in writing user stories in JIRA (typically for CCaaS)
Facilitate workshops and meetings with crossfunctional teams to ensure alignment on project goals.
Assist in the testing and validation of cloud contact center solutions ensuring they meet business
needs
Translate business requirements into technical specifications for development teams.
Create process maps use cases and user stories to illustrate requirements and workflows.
Monitor project progress and provide regular updates to stakeholders.
Stay current with industry trends and best practices related to cloud contact centers and customer
experience.
CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
Develop and execute on project & analysis plans under the guidance of project manager
CI CD Git Repo Git labs AWS Pipeline Azure Devops (any of these)
Validate test requirement & analysis outcomes recommendations with all stakeholders including the
client team
Collaborate with internal cross functional teams & leadership during project delivery engagements
Build storylines and make presentations to the client team and/or PwC project leadership team
Contribute to the knowledge innovation and firm building activities
CCaaS Domain Expertise:
Understanding of the Contact Centre as a Service domain
Proficiency with CCaaS platforms (MS DCCP Amazon Connect Genesys Cloud Cisco Webex CC
Cisco UCCE PCCE NICE CXOne Calibrio Verint Genesys Engage)
Stay up to date with industry trends best practices and emerging technologies related to CCaaS and
conversational AI.
End to End functional knowledge of OmniChannel customer experience solutions (Conversational
IVR Chat Bots Messaging Bots(WhatsApp Fb X) Voice Bots Email Chat & SMS. This includes
Unit Testing Functional & Integration Testing.
Proficient with CCaaS platform features license types
Capability to functionally understand the end to end CCaaS solution aspects including SIP Network
CCaaS Application Development
Basic Understanding of networking terminologies in CCaaS (underlay overlay design)
MPLSSDWAN/Internet BYOC SBC/Media Gateways setup & configurations .
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 43 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