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

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws.  At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.