Senior Manager, OMNI Channel, Contact Centre

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.As a Salesforce consulting generalist at PwC, you will possess a broad range of consulting skills and experience across various Salesforce applications. You will provide consulting services to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of Salesforce applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.

Meaningful workyou'llbe part of

As aSenior Lead,you'llwork as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to :

• Support sales & account growth : Shape proposals, demos, and estimates; contribute to business development and account management.
• Support operational engagements like operating models & governance development, Workforce Management optimizationleveragingtechnical experience and subject matter specialization
• Deliver Contact Centre solution evaluations, Total Cost of ownership analysis technical Architecture and Road Maps
• LeadCCaaSengagements : Drive discovery, requirements, solution design, migration, and post-go-live optimization for omnichannel capabilities (voice, chat, email, SMS, social, self-service).
• Coach teams : Facilitateworkshops, align stakeholders, and mentor consultants
• Architect and implement solutions : Design scalableCCaaSarchitecturesleveragingplatforms like Genesys Cloud CX, NICECXone, Five9, Amazon Connect, and integrate with CRM systems (Salesforce, Dynamics).
• Enable AI and automation : Implement virtual assistants, agent assist, predictive routing, and speech analytics using tools like Amazon Lex,DialogflowCX, and Contact Center AI.
• Collaborate cross-functionally : Work with IT, business lines, and vendor teams to ensure seamless integration and compliance.
• Stay ahead of trends : Monitoremerging technologies (LLMs, NLP, Conversational AI) and recommend innovative solutions.

Experiences and skillsyou'lluse to solve

This position ensures continuity and upholds our standards of excellence following the departure of a valued team member.

The salary range for this position is $168,000 - $218,000. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary is determined by your skills, experience, qualifications and work location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm-wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation. During the hiring process, our Talent Acquisition team will provide details about our comprehensive total rewards package.

Why you'll love PwC

We're inspiring and empowering our people to change the world. Powered by the latest technology, you'll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at : https : / / jobs-ca.pwc.com / ca / en / life-at-pwc

PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.

We're committed to providing accommodation throughout the application, interview, and employment process. If you require accommodation to be at your best, please let us know during the application process.

The use of artificial intelligence (AI) in recruiting is just getting started, so we know you have questions about how and why we use it. At certain points during our recruiting process, we rely on AI to improve your experience. This could be during resume review or curating personalized job recommendations, asking you clarifying questions via a chatbot or during our interview scheduling to improve your experience. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly, without seeing identity information, such as your name, or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills, experience and likely success at PwC Canada. While AI supports parts of our recruitment process, final hiring decisions always involve human review. For more information about our use and protection of your data, please refer to our Privacy Policy (https : / / www.pwc.com / ca / en / privacy-policy.html).