Tech BA & Architects (DCS) Senior Associate

Industry / Sector

Not Applicable

Specialism

Data Analytics & AI

Management Level

Senior Associate

Job Description & Summary

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities including business intelligence data management and data assurance that help our clients drive innovation growth and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data understand and navigate risk and help our clients gain a competitive edge.

As part of our Analytics and Insights Consumption team youll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. Youll use visualization statistical and analytics models AI / ML techniques Modelops and other techniques to develop these insights.

About Acceleration Center Bangalore

At PwC we connect people with diverse backgrounds and skill sets to solve important problems together and lead with purposefor 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 PwCs diverse global talent hubs focused on enabling growth for the organization and value creation for our 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. PwCs 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 firms 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) MPLSSDWAN / 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

Good Communication and presentation skills

Travel Requirements

0%

Job Posting End Date

Required Experience :

Senior IC

Key Skills

Engineering Maintenance,Feed,Advertisement,Apache Tomcat,Drafting,Market Research

Employment Type : Full-Time

Experience : years

Vacancy : 1