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PwC Acceleration Center India
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Director -CCaaS &Convo AI

Director -CCaaS &Convo AI

PwC Acceleration Center India

15 years

0 Lacs

Andhra Pradesh India

Posted:4 days ago| Platform:

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Skills Required

ai pwc data analytics engineering design learning ml drive algorithms metrics cisco architecture integration analysis visualization tableau power aws azure storage processing testing outreach orchestration analyze programming python pyspark regression forecasting clustering hadoop spark nosql mongodb security encryption compliance regulations

Work Mode

On-site

Job Type

Full Time

Job Description

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth. Those in artificial intelligence and machine learning at PwC will focus on developing and implementing advanced AI and ML solutions to drive innovation and enhance business processes. Your work will involve designing and optimising algorithms, models, and systems to enable intelligent decision-making and automation.

Years of Experience:

Candidates with 15+ years of hands on experience

Must Have

Familiarity with the CCaaS domain, contact center operations, customer experience metrics, and industry-specific challenges
Understanding of conversational (chats, emails and calls) data to train Conversational AI systems
In-depth knowledge of CCaaS platforms like NiceCX, Genesys, Cisco etc., including their architecture, functionalities, and integration capabilities
Familiarity with contact center metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
Familiarity with sentiment analysis, topic modeling, and text classification techniques
Proficiency in data visualization tools like Tableau, Power BI, Quicksight and others
Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics
NLU Verticals Expertise: ASR generation, SSML modeling, Intent Analytics, conversational AI testing, Agent Assist, Proactive Outreach Orchestration, and Generative AI
Apply advanced statistical and machine learning techniques to analyze large datasets and develop predictive models and algorithms, enhancing contact center performance.

Nice To Have

Proficiency in programming languages such as Python/Pyspark/R/SQL
Strong understanding of data science principles, statistical analysis, and machine learning techniques.
Experience in predictive modeling
Skilled in techniques like regression analysis, time series forecasting, clustering and NLP techniques
Knowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data.
Understanding of NoSQL databases (e.g., MongoDB, Cassandra) for handling unstructured and semi-structured data.
Awareness of data security best practices, encryption techniques, and compliance regulations (e.g., GDPR, CCPA). Understanding of ethical considerations in data science and responsible AI practices.

Educational Background

BE / B.Tech / MCA / M.Sc / M.E / M.Tech / MBA

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Director -CCaaS &Convo AI