Senior Lead, OMNI Channel, Contact Centre

Toronto - Canada

Monthly Salary: $ 191200 - 241200

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Salesforce

Management Level

Director

Job Description & Summary

A career within Salesforce Consulting services will provide you with the opportunity to help our clients leverage Salesforce technology to enhance their customer experiences enable sustainable change and drive results. We focus on understanding our clients challenges and developing custom solutions powered by Salesforce to transform their sales service and marketing capabilities by exploring data and identifying trends managing customer life cycles strategically building and leveraging online communities driving employee engagement and collaboration and connecting directly with channel partners to share goals objectives and activities in a secure branded location.

Meaningful workyoullbe part of

As aSenior Leadyoullwork as part of a team of problem solvers helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

Support sales & account growth: Shape proposals demos and estimates; contribute to business development and account management.
Support operational engagements like operating models & governance development Workforce Management optimizationleveragingtechnical experience and subject matter specialization
Deliver Contact Centre solution evaluations Total Cost of ownership analysis technical Architecture and Road Maps
LeadCCaaSengagements: Drive discovery requirements solution design migration and post-go-live optimization for omnichannel capabilities (voice chat email SMS social self-service).
Coach teams:Facilitateworkshops align stakeholders and mentor consultants
Architect and implement solutions: Design scalableCCaaSarchitecturesleveragingplatforms like Genesys Cloud CX NICECXone Five9 Amazon Connect and integrate with CRM systems (Salesforce Dynamics).
Enable AI and automation: Implement virtual assistants agent assist predictive routing and speech analytics using tools like Amazon LexDialogflowCX and Contact Center AI.
Collaborate cross-functionally: Work with IT business lines and vendor teams to ensure seamless integration and compliance.
Stay ahead of trends:Monitoremerging technologies (LLMs NLP Conversational AI) and recommend innovative solutions.

Experiences and skillsyoulluse to solve

Extensive experience in contactcentreoperations/technology; 35 years leadingCCaaSimplementations (discovery design build test cutover hypercare).
Platform depth:Expertisein at least twoCCaaSplatforms (Genesys Cloud CX NICECXone Five9 Amazon Connect) plus CRM integration.
Technical skills: SIP/telephony IVR/IVA design APIs/REST security/compliance in cloud environments; experience with AI/ML and automation frameworks.
Consulting & sales mindset: Pre-sales solutioning RFP support proposal writing and executive communication.
Education &certifications(assets): Bachelors degree; COPC Certified Professional Manager; ITIL; PMP/PRINCE2;cloud certs(AWS/Azure/GCP);vendor certs(Genesys NICE).
Preferred: Experience with Conversational AI NLP and scripting languages (Python JavaScript).

Thisposition ensures continuity and upholds our standards of excellence following the departure of a valued team member.

The salary range for this position is $191200 - $241200Theposted salary rangerepresentsthe expected hiring range for PwC locations in major citycentres. Given our national recruiting approach ranges may vary for positions in other locations. At PwC Canada base salary isdeterminedbyyour skills experiencequalificationsand work location.Inaddition to base salary eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm-wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation. During the hiring process our Talent Acquisition team will provide details about our comprehensive total rewards package.

Why youll love PwC

Wereyoull be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work and our continuous development environment will take your career to the next level. We reward your impact and support your wellbeing through a competitive compensation package inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: Canada acknowledges that we work and live across Turtle Island on the land that is now known as Canada which are the lands of the ancestral treaty and unceded territories of the First Nations Métis and Inuit Peoples. We recognize the systemic racism colonialism and oppression that Indigenous Peoples have experienced and still go through and we commit to allyship and solidarity.

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 Analytical Thinking Application Software Business Model Development Business Process Modeling Business Systems Coaching and Feedback Communication Creativity Developing Training Materials Embracing Change Emerging Technologies Emotional Regulation Empathy Enterprise Integration Enterprise Software Implementation Research Implementation Support Implementing Technology Inclusion Influence Innovation Innovative Design 30 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date

Were committed to providing accommodation throughout the application interview and employment process. If you require accommodation to be at your best please let us know during the application process.

The use of artificial intelligence (AI) in recruiting is just getting started so we know you have questions about how and why we use it. At certain points during our recruiting process we rely on AI to improve your experience. This could be during resume review or curating personalized job recommendations asking you clarifying questions via a chatbot or during our interview scheduling to improve your experience. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly without seeing identity information such as your name or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills experience and likely success at PwC Canada. While AI supports parts of our recruitment process final hiring decisions always involve human review. For more information about our use and protection of your data please refer to our Privacy Policy ( tenons à répondre à vos besoins tout au long du processus de demande demploi dentrevue et dembauche. Si vous avez besoin de mesures dadaptation pour être parfaitement à laise faites-le-nous savoir à létape de la demande demploi.

Lutilisation de lintelligence artificielle (IA) dans le domaine du recrutement en est à ses balbutiements. Nous savons que vous pourriez vous demander comment et pourquoi nous y avons recours. À certains stades de notre processus de recrutement nous comptons sur lIA pour améliorer votre expérience. Par exemple pendant lexamen du curriculum vitæ ou lélaboration dune liste de recommandations personnalisées un agent conversationnel pourrait vous demander des précisions ou fixer avec vous un rendez-vous pour lentrevue. LIA nous aide à mieux lutter contre les préjugés car lévaluation des candidats se fait de façon juste et équitable sans que les informations didentification comme le nom ou le sexe soient connues. Elle nous permet également de mieux repérer les bons candidats pour un poste et dévaluer le lien entre leurs compétences leur expérience et leurs chances de réussir chez PwC Canada. Bien que lIA facilite certaines étapes de notre processus de recrutement les décisions finales dembauche sont toujours prises par des personnes. Pour en savoir plus sur lutilisation et la protection de vos données personnelles consultez notre politique sur la protection des renseignements confidentiels ( Experience:

Senior IC

Line of ServiceAdvisoryIndustry/SectorNot ApplicableSpecialismSalesforceManagement LevelDirectorJob Description & SummaryA career within Salesforce Consulting services will provide you with the opportunity to help our clients leverage Salesforce technology to enhance their customer experiences enabl...