Conversational AI Business Analyst - Senior Associate

At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  
  

Job Title: Senior Associate (Business Analyst), Data

Science - Contact Centre as a Service (CCaaS)

Position: Senior Associate (CCaaS)

Industry: Digital Contact Solutions (DCS), Telecommunications-Media-Technology (TMT),

Health Industries (Payers, Providers, Life Sciences), BFS&I, RTH.

Domain: Data Science - Contact Centre as a Service (CCaaS)

About Acceleration Center Bangalore

At PwC, we connect people with diverse backgrounds and skill sets to solve important problems together and

lead with purpose—for our clients, our communities and for the world at large. It is no surprise therefore that

429 of 500 Fortune global companies engage with PwC. Acceleration Centers (ACs) are PwC’s diverse, global

talent hubs focused on enabling growth for the organization and value creation for our clients.The PwC

Advisory Acceleration Center in Bangalore is part of our Advisory business in the US. The team is focused on

developing a broader portfolio with solutions for Risk Consulting, Management Consulting, Technology

Consulting, Strategy Consulting, Forensics and vertical specific solutions. PwC's high-performance culture is

based on passion for excellence with a focus on diversity and inclusion. You will collaborate with and receive

support from a network of people to achieve your goals. We will also provide you with global leadership

development frameworks and the latest in digital technologies to learn and excel in your career. At the core of

our firm's philosophy is a simple construct: We care for our people. Globally PwC is ranked the 3rd most

attractive employer according to Universum. Our commitment to Responsible Business Leadership, Diversity &

Inclusion, work-life flexibility, career coaching and learning & development makes our firm one of the best

places to work, learn and excel

We are looking for CCaaS Business Analyst with a strong Contact Centre Application Development & solution

design background (and overall professional experience of 10+ years) to work in our Cloud & Digital practice in

Mumbai, Bangalore.

The Senior Associate will work as an integral part of business analytics & transformation teams in India

alongside clients and consultants in the U.S., being integral to high-end CCaaS consulting engagements,

presales and development expertise.

Education: Advanced Degree in a quantitative discipline such as Computer Science, Engineering,

Econometrics, Statistics or Information Sciences such as business analytics or informatics

Required Skills: Successful candidates will have demonstrated the following skills and characteristics:

Must Have

• Internal & External stakeholder management
• Familiarity with the CCaaS domain,
• In-depth functional knowledge of sell-service (IVR, Chat Bots) , omni channel & agent desktop
  
  

applications) of CCaaS platforms like MS DCCP, Amazon Connect , NICECXOne, , Genesys Cloud ,

Cisco Webex CC, Cisco HCS, UCCE/PCCE

• Governance & communication skills
• Deeper techno functional CCaaS expertise for the platforms MS DCCP, Amazon Connect, Genesys
  
  

Cloud/NICE CX One.

• Analyze existing business processes and identify opportunities for improvement through technology.
• Translate business requirements into technical specifications for development teams.
• Create process maps, use cases, and user stories to illustrate requirements and workflows.
• Facilitate workshops and meetings with cross-functional teams to ensure alignment on project goals.
• Assist in the testing and validation of cloud contact center solutions, ensuring they meet business
  
  

needs.

• Monitor project progress and provide regular updates to stakeholders.
• Stay current with industry trends and best practices related to cloud contact centers and customer
  
  

experience.

• Ensure compliance with industry standards and best practices.
• Analyze test results and provide detailed reports on findings.
• Participate in agile ceremonies, providing input on quality assurance processes
• Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
• Run and execute complete User Acceptance Test alongside testers
• Proficient in writing user stories in JIRA
• High proficiency in defining top notch customer facing slides/presentations
  
  

Nice To Have

• Experience in CPaaS platforms (Twilio, Infobip) for synergies between Communication Platform As A
  
  

Service & Contact Center As a Service

• Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable
  
  

data storage, processing, and analytics

• Work on high velocity Presales solution consulting engagements (RFP, RFI, RFQ)
• Define industry specific use cases (BFS & I, Telecom, Retail, Manlog etc)
• Defining Business Case
  
  

Roles And Responsibilities

• Stakeholder management (internal & external)
• Proficient in writing user stories in JIRA (typically for CCaaS)
• Facilitate workshops and meetings with cross-functional teams to ensure alignment on project goals.
• Assist in the testing and validation of cloud contact center solutions, ensuring they meet business
  
  

needs

• Translate business requirements into technical specifications for development teams.
• Create process maps, use cases, and user stories to illustrate requirements and workflows.
• Monitor project progress and provide regular updates to stakeholders.
• Stay current with industry trends and best practices related to cloud contact centers and customer
  
  

experience.

• CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
• Develop and execute on project & analysis plans under the guidance of project manager
• CI CD – Git Repo, Git labs, AWS Pipeline , Azure Devops (any of these)
• Validate test requirement & analysis outcomes, recommendations with all stakeholders including the
  
  

client team

• Collaborate with internal cross functional teams & leadership during project delivery engagements
• Build storylines and make presentations to the client team and/or PwC project leadership team
• Contribute to the knowledge, innovation and firm building activities
  
  

CCaaS Domain Expertise

• Understanding of the Contact Centre as a Service domain
• Proficiency with CCaaS platforms (MS DCCP, Amazon Connect, Genesys Cloud, Cisco Webex CC,
  
  

Cisco UCCE, PCCE, NICE CXOne, Calibrio, Verint, Genesys Engage)

• Stay up to date with industry trends, best practices, and emerging technologies related to CCaaS and
  
  

conversational AI.

• End to End functional knowledge of Omni-Channel customer experience solutions (Conversational
  
  

IVR, Chat Bots, Messaging Bots(WhatsApp, Fb, X) , Voice Bots, Email, Chat & SMS. This includes

Unit Testing, Functional & Integration Testing.

• Proficient with CCaaS platform features, license types
• Capability to functionally understand the end to end CCaaS solution aspects including SIP , Network,
  
  

CCaaS Application Development

• Basic Understanding of networking terminologies in CCaaS (underlay, overlay design)
  
  

MPLS,SDWAN/Internet , BYOC , SBC/Media Gateways setup & configurations .

What We Offer

• At PwC, we care for the mental & physical wellbeing of our people and respect the flexibility that is
  
  

needed in these difficult times. Keeping these factors in mind, we have introduced policies around

Work-from-Home. Anywhere and flexible working hours.

• Mid-year appraisal cycle to reward performance on time
• Opportunities to solve problems which matter to our clients and have a strong, long-lasting impacts
• Continuous learning and upskilling opportunities nurturing you to become a better leader and
  
  

consultant of tomorrow. We provide you access to Massive Online Open Courses (MOOC) at no cost.

• A world class leadership to guide you on gaining expertise across various functions and a top notch
• diverse peer group to support you throughout the journey
• Interaction with the senior client leadership and a chance to meet them in person by visiting client
  
  

locations (as needed) and/or permanent relocation