CCaaS Delivery Lead - Senior Manager

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 data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Skills

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

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  
  

Job Title: Senior Manager, Data Science - Contact Centre as a

Service (CCaaS)

Position: Senior Manager (CCaaS)

Industry: Digital Contact Solutions (DCS), Telecommunications-Media-Technology (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 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 excel

We are looking for CCaaS Development Manager 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 Manager 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 informatics

Required Skills: Successful candidates will have demonstrated the following skills and characteristics:

Must Have

• Internal & External stakeholder management
• Forecast & define project milestones/timelines
• Familiar on estimation models (Fixed Bid, T&M)
• Familiarity with the CCaaS domain,CCaaS Application Development , contact center solution design.
• In-depth knowledge of CCaaS platforms like MS DCCP, Amazon Connect , NICECXOne, Genesys
  
  

Cloud , Cisco Webex CC, Cisco HCS, UCCE/PCCE etc., including their architecture, functionalities,

and application development, integration capabilities

• Governance & communication skills
• Hands-on configuration of CCaaS platform (MS DCCP, Amazon Connect/ Genesys Cloud/NICE
  
  

CXOne) includes,

• Implementation of Contact Centre platforms
• Instance creation & setup
• Configuration
• Application Development
• CCaaS integration with CRM , ITSM & other host application
• SIP Trunking
• Understanding of the fundamental ingredients of enterprise integration including
  
  

interface definitions and contracts; REST APIs or SOAP web services; SQL,MY SQL,

Oracle , PostgreSQL , Dynamo DB, S3, RDS

• Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
• Work on high volume presales consulting engagements including solution design document definition,
  
  

commercial construct (CCaaS)

• High proficiency in defining top notch customer facing slides/presentations
• Proficiency in data visualization tools like Tableau, Power BI, Quicksight and others
  
  

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
• Architectural design (CCaaS)
• CCaaS Application Development (Build & Deploy)
• Build CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
• Develop and execute on project & analysis plans under the guidance of project manager
• Ability to write and deploy production ready code
• CI CD – Git Repo, Git labs, AWS Pipeline , Azure Devops (any of these)
• Validate analysis outcomes, recommendations with all stakeholders including the client team
• Governance & Steerco
• Collaborate with internal cross functional teams & leadership during sales , preslaes & delivery
  
  

engagements

• Build storylines and make presentations to the client team and/or PwC project leadership team
• Contribute to the knowledge and firm building activities
  
  

CCaaS Domain Expertise

• Understanding of the Contact Centre as a Service domain
• Proficiency with CCaaS platforms (Genesys Cloud, Amazon Connect, 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.

• Design & develop Omni-Channel customer experience solutions (Conversational IVR, Chat Bots,
  
  

Messaging Bots(WhatsApp, Fb, X) , Voice Bots, Email, Chat & SMS

• Proficient with CCaaS platform features, license types
• Instance creation & setup of CCaaS platforms in PwC local lab environments, for production setup for
  
  

customers

• Proficient in establishing and managing (CCaaS) communications via (VoIP) with SIP trunking
• Proficient in automating CCaaS deployments through telephony Continuous Integration/Continuous
  
  

Deployment (CI/CD) practices and outreach strategies

• Knowledge to integrate telephony and computer systems in contact centers, leveraging Computer
  
  

Telephony Integration

• Extensive knowledge of ACD (Automatic Call Distribution) systems
• Experience in IVR systems with automated menus and performing self-service actions
• Experience in call recording and quality monitoring
• Experience in Workforce Management (WFM) systems for optimizing contact center operations
  
  

through call volume forecasting, agent scheduling, and schedule adherence monitoring(Genesys

WFO, Verint WFO & Calabrio WFO)

• Proficiency in speech analytics, including sentiment analysis, keyword spotting, and voice biometrics
• Proficient in real-time analytics to track metrics, and make data-driven decisions on agent allocation,
  
  

call routing, and service level management

• Expertise to integrate contact center system with CRM platforms
• Proficiency in API integrations between CCaaS platform with external systems
• Expertise in security and compliance standards for handling customer data handling
• Expertise in multi-channel communications to integrate voice, chat, email, and social media within the
  
  

CCaaS environment

• Application integration between CCaaS platforms & Conversational AI platforms (Chat Bot, Messaging
  
  

Bots & Voice Bots) for GET/POST of data

• Capability to design end to end CCaaS solution aspects including SIP , Network, CCaaS Application
  
  

Development

• Local Telco approved, regulatory / compliant solution design (to deliver CCaaS solution to customers)
• Global SIP coverage across geos (TFN, ITFN, DID,UIFN)
• Understanding of networking terminologies in CCaaS (underlay,overlay design)
  
  

MPLS,SDWAN/Internet

• Router (CPE) models, configurations
• BYOC , SBC/Media Gateways setup & configurations (Audiocodes, Ribbon, SONUS)
  
  

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 time
• Opportunities to solve problems which matter to our clients and have a strong, long-lasting 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