Contact Center Transformation Manager

About the role

As a Contact Center Transformation Manager within PwC's Commercial & Service Excellence practice, you will lead the redesign of client interaction platforms using modern software and AI‑driven solutions. You will guide teams to deliver innovative user experiences that improve support efficiency and satisfaction.

Key responsibilities

• Lead contact‑center transformation initiatives and manage client expectations.
• Guide strategic planning and execution of user‑interaction engineering projects.
• Develop UI components using AngularJS, React and Vue.js.
• Conduct discovery sessions, gather functional requirements and produce mock‑ups.
• Design and customize product solutions to enhance customer experience.
• Promote digital accessibility and human‑centered design across projects.
• Maintain stakeholder relationships to identify UX challenges.
• Oversee usability testing, user research and workflow optimisation.
• Validate data integrity and compliance within UI frameworks.
• Identify innovation opportunities and drive continuous improvement.

Required profile

• Bachelor’s degree or higher.
• Minimum of 5 years of relevant experience.

Required skills

• AngularJS
• React
• Vue.js
• Figma
• HTML5