Industry/Sector
Not Applicable
Specialism
Data, Analytics & AI
Management Level
Senior Associate
Job Description & Summary
The Opportunity
As a Conversational AI and Agentic AI - Senior Associate you will help design and deliver contact center technology solutions that improve customer interactions, automate workflows, and support channel effectiveness across conversational AI, IVR modernization, CCaaS, intelligent agent assist, analytics, and workflow automation within our Advisory practice. As a Senior Associate you will analyze complex problems, manage assigned workstreams, and use critical thinking, technical skills, and professional skepticism to guide deliverables, mentor junior team members, and build meaningful client relationships while navigating evolving needs and ambiguity. In this role at PwC, you will contribute to work across the Software and Product Innovation job family, drawing on Data, Analytics & AI capabilities and the Contact Centre Technology go to market focus to help shape practical solutions for contact centers and emerging GenAI-enabled experiences.
Responsibilities
- Designing conversational AI and agentic AI solutions for contact center use cases, including virtual agents, intelligent routing, and agent assist workflows
- Translating client needs into functional requirements, user flows, and interaction designs that support customer experience goals
- Conducting discovery sessions, workflow analysis, and user research to identify pain points and define future-state solutions
- Developing mock-ups, prototypes, and design specifications using modern UI design tools and front-end frameworks
- Applying human-centered design, usability testing, and accessibility principles to improve adoption across digital channels
- Collaborating across analytics, development, and product teams to shape AI-enabled experiences and technical delivery plans
- Reviewing configuration, customization, and development activities across contact center technology platforms and conversational interfaces
- Analyzing user feedback, behavioral data, and industry trends to refine design choices and solution recommendations
- Mentoring junior team members on interaction design methods, AI-human collaboration concepts, and client delivery workstreams
What You Must Have
- At least a Bachelor's degree
- At least 4 years of experience
What Sets You Apart
- Experience developing conversational AI and agentic AI solutions for contact centers
- Experience with contact center technology, IVR modernization, or CCaaS platforms
- Applying AI fluency and AI-human collaboration in client service settings
- Conducting discovery, workflow analysis, and customer experience design sessions
- Translating functional requirements into conversational journeys and prototype designs
- Using user research, usability testing, and digital accessibility methods
- Supporting data, analytics, and AI initiatives across cross-functional teams
Travel Requirements
Up to 80%
Job Posting End Date
The salary range for this position is: $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
