Director -CCaaS &Convo AI PwC Acceleration Center India

15.0 - 19.0 years

0 Lacs

karnataka

On-site

As a data and analytics engineering professional at PwC, your primary focus will be on leveraging advanced technologies and techniques to design and develop robust data solutions for our clients. You will play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and ultimately driving business growth. In the realm of artificial intelligence and machine learning, your responsibilities will involve developing and implementing advanced AI and ML solutions to foster innovation and enhance business processes. Your work will encompass designing and optimizing algorithms, models, and systems to facilitate intelligent decision-making and automation. Candidates with 15+ years of hands-on experience are preferred for this role. Essential requirements for this position include familiarity with the CCaaS domain, contact center operations, customer experience metrics, and industry-specific challenges. You should also possess a solid understanding of conversational data (chats, emails, and calls) to train Conversational AI systems. In-depth knowledge of CCaaS platforms such as NiceCX, Genesys, and Cisco, including their architecture, functionalities, and integration capabilities, is crucial. Proficiency in contact center metrics like average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) is necessary. Additionally, familiarity with sentiment analysis, topic modeling, and text classification techniques, as well as proficiency in data visualization tools like Tableau, Power BI, and Quicksight, is required. An understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics is essential. Expertise in NLU verticals such as ASR generation, SSML modeling, Intent Analytics, conversational AI testing, Agent Assist, Proactive Outreach Orchestration, and Generative AI is highly valued. You will also be expected to apply advanced statistical and machine learning techniques to analyze large datasets and develop predictive models and algorithms to enhance contact center performance. Preferred qualifications include proficiency in programming languages such as Python, Pyspark, R, and SQL, as well as a strong understanding of data science principles, statistical analysis, and machine learning techniques. Experience in predictive modeling, along with skills in techniques like regression analysis, time series forecasting, clustering, and NLP techniques, is advantageous. Knowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data is beneficial. An understanding of NoSQL databases (e.g., MongoDB, Cassandra) for handling unstructured and semi-structured data is also preferred. Awareness of data security best practices, encryption techniques, and compliance regulations (e.g., GDPR, CCPA), as well as an understanding of ethical considerations in data science and responsible AI practices, will be beneficial. The ideal educational background for this role includes a degree in BE, B.Tech, MCA, M.Sc, M.E, M.Tech, or MBA.,

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