INAssociateContact center modernizationGCCAdvisoryGurugram

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Why PWC

At PwC you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work powered by technology in an environment that drives innovation will enable you to make a tangible impact in the real world. We reward your contributions support your wellbeing and offer inclusive benefits flexibility programmes and mentorship that will help you thrive in work and life. Together we grow learn care collaborate and create a future of infinite experiences foreach other. Learn moreabout us.

At PwC we believe in providing equal employment opportunities without any discrimination on the grounds of gender ethnic background age disability marital status sexual orientation pregnancy gender identity or expression religion or other beliefs perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firms growth. To enable this we have zero tolerance for any discrimination and harassment based on the above considerations.

Job description & Summary

We are seeking an experienced Manager with strong expertise in Contact Center Transformation to drive presales engagements solution design and customer conversations. The role requires a blend of technical depth contact center operations knowledge client stakeholder management and project delivery awareness to ensure solutions are not only sold effectively but are also implementable and scalable.

---

Responsibilities

Presales & Solutioning

Partner with sales teams to lead end-to-end presales activities including discovery solution design demos proposals and commercial inputs.

Design AI-led contact center transformation solutions covering chatbots voicebots real-time agent assist speech analytics and reporting.

Translate business requirements into robust solution architectures aligned to customer objectives and delivery realities.

Build compelling value propositions business cases and ROI models.

Client Stakeholder Management

Lead customer workshops requirement discovery sessions and executive-level solution presentations.

Manage expectations by clearly articulating scope assumptions dependencies and success metrics.

Support ongoing client conversations through the sales cycle and transition into delivery.

Project Delivery & Implementation Alignment

Bring strong delivery perspective to presales by defining realistic implementation approaches timelines and rollout strategies.

Collaborate with delivery and program management teams to ensure smooth handover from presales to execution.

Identify risks dependencies and change management considerations early in the solution design.

Provide advisory support during initial phases of implementation as needed.

Operational & Domain Expertise

provide market feedback.

Support RFP/RFI responses solution documentation effort estimation and pricing inputs.

Enable sales teams through demos solution playbooks and competitive positioning.

---

Required Skills & Experience

810 years of experience in Presales Solution Consulting or Contact Center Transformation.

Proven experience managing client stakeholders and engaging with senior business and IT leaders.

Strong understanding of project delivery models implementation of lifecycles and governance.

Hands-on expertise in:

o Chatbots & Voicebots

o Real-Time Agent Assist

o Speech & Interaction Analytics

o Smart Knowledge management solutions

o Contact Center Operations & KPIs

Experience with leading platforms like Uniphore Amazon Connect Google CCAI NICE and others

Excellent communication storytelling and presentation skills.

Experience supporting enterprise RFPs and complex deals.

Apply deep understanding of contact center operations including IVR call flows QA workforce management reporting and compliance.

Map AI and automation solutions to operational KPIs such as AHT CSAT FCR containment and agent productivity.

Design solutions that balance innovation with operational feasibility.

Collaboration & Enablement

Work closely with product engineering and delivery teams to shape solutions and

Mandatory Skill Sets:

Contact center modernization

Preferred Skill Sets:

Contact center modernization

Years of Experience required:

8 -12

Education Qualification:

Bachelors degree in Computer Science Computer Engineering Information Systems or a related fields.

:

Education (if blank degree and/or field of study not specified)

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date