A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge. As part of our Analytics and Insights Consumption team, you’ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.
About Acceleration Center Bangalore
At PwC, we connect people with diverse backgrounds and skill sets to solve important problems together and lead with purpose—for 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 PwC’s diverse, global talent hubs focused on enabling growth for the organization and value creation for our clients.The 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. PwC's high-performance 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 firm's 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, work-life flexibility, career coaching and learning & development makes our firm one of the best places to work, learn and excelWe 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 high-end 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 informaticsRequired Skills: Successful candidates will have demonstrated the following skills and characteristics:Must Have
Internal & External stakeholder managementFamiliarity with the CCaaS domain,In-depth functional knowledge of sell-service (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/PCCEGovernance & communication skillsDeeper 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 cross-functional 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 processesProvide effective real time demonstrations of CCaaS & AI (Bots) platformsRun and execute complete User Acceptance Test alongside testersProficient in writing user stories in JIRAHigh proficiency in defining top notch customer facing slides/presentationsNice To Have
Experience in CPaaS platforms (Twilio, Infobip) for synergies between Communication Platform As A Service & Contact Center As a ServiceUnderstanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analyticsWork on high velocity Presales solution consulting engagements (RFP, RFI, RFQ)Define industry specific use cases (BFS & I, Telecom, Retail, Manlog etc)Defining Business CaseRoles And Responsibilities
Stakeholder management (internal & external)Proficient in writing user stories in JIRA (typically for CCaaS)Facilitate workshops and meetings with cross-functional teams to ensure alignment on project goals.Assist in the testing and validation of cloud contact center solutions, ensuring they meet business needsTranslate 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/prospectsDevelop and execute on project & analysis plans under the guidance of project managerCI CD – Git Repo, Git labs, AWS Pipeline , Azure Devops (any of these)Validate test requirement & analysis outcomes, recommendations with all stakeholders including the client teamCollaborate with internal cross functional teams & leadership during project delivery engagementsBuild storylines and make presentations to the client team and/or PwC project leadership teamContribute to the knowledge, innovation and firm building activitiesCCaaS Domain Expertise
Understanding of the Contact Centre as a Service domainProficiency 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 Omni-Channel 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 typesCapability to functionally understand the end to end CCaaS solution aspects including SIP , Network, CCaaS Application DevelopmentBasic Understanding of networking terminologies in CCaaS (underlay, overlay design) MPLS,SDWAN/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 Work-from-Home. Anywhere and flexible working hours.Mid-year appraisal cycle to reward performance on timeOpportunities to solve problems which matter to our clients and have a strong, long-lasting impactsContinuous 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 notchdiverse peer group to support you throughout the journeyInteraction with the senior client leadership and a chance to meet them in person by visiting client locations (as needed) and/or permanent relocationGood Communication and presentation skills
