Senior Manager – Conversational & Agentic AI

About the role

As a Senior Manager in Conversational AI and Agentic AI, you will lead the development of innovative AI-driven interaction solutions within PwC’s Advisory practice. You will work with multidisciplinary teams to design, build and deploy cutting‑edge contact‑center and voice‑interface technologies that improve client experiences and operational efficiency.

Key responsibilities

• Lead the creation and implementation of AI‑powered contact‑center solutions using Dialogflow and Amazon Lex.
• Guide strategic planning and execution of user‑interaction engineering projects.
• Design and prototype user interfaces with Figma and apply human‑centered design principles.
• Conduct usability testing, user research and workflow analysis to refine designs.
• Collaborate with cross‑functional teams to customize AI products that meet client objectives.
• Analyse industry trends to inform strategic decisions and maintain competitive advantage.
• Build and maintain stakeholder relationships to ensure project success and client satisfaction.
• Coach and mentor team members, fostering a culture of innovation and continuous improvement.
• Validate data integrity and security within AI and analytics frameworks.

Required profile

• Minimum Bachelor’s degree.
• At least 7 years of relevant experience, including leadership of AI or contact‑center projects.
• Proven ability to influence project outcomes and build trust with clients and teams.

Required skills

• Dialogflow
• Amazon Lex
• Azure OpenAI
• ChatGPT
• Figma
• Usability testing
• User research
• Data integrity validation