Architects-Manager-Bangalore

Overview

Manager role in PwC Acceleration Center India's Technology Consulting practice, designing and facilitating tailored interventions for contact center and customer service transformation with senior client stakeholders.

What you'll do

• Understand contact center operations and KPIs (AHT, FCR, NPS) and workforce management.
• Support contact center transformation, service transformation, operating model and digital customer service transformation strategy.
• Assess journey-to-cloud and CCaaS / cloud contact center migration and vendor options.
• Shape omnichannel strategy covering IVR, chat, voice and bots, plus WFM forecasting and scheduling.
• Map customer journeys and analyze CX and contact center analytics and KPIs.
• Develop strategy-level use cases for GenAI, agentic AI and LLMs (not hands-on).
• Deliver management and strategy consulting, including business cases, workshops, stakeholder management, structured problem solving and delivery support.
• Perform customer journey analysis, process standardization and quality framework work, including current state assessment, future state roadmap and user journey maps.
• Drive change management and build business cases for transformation.
• Apply knowledge of customer service enabled platforms: Salesforce, Microsoft, NiCE, OpenAI, Anthropic.

What you'll need

• At least an MBA degree.
• At least 4 years of experience.
• Oral and written proficiency in English.

Nice to have

• Excelling in Agile methodology and Agile team dynamics.
• Proficiency in change management and strategic design.
• Analytical thinking to solve complex problems.
• Embracing change and fostering multidisciplinary collaboration.
• Applying systems thinking to enhance project outcomes.
• Facilitating process improvement through design thinking.
• Intellectual curiosity for innovative solutions.

Details

• Location: Bangalore, India (PwC Acceleration Center India).
• Travel requirements: not specified.