Conversational AI Business Analyst - Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Manager

Job Description & Summary

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.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• 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

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Algorithm Development, Alteryx (Automation Platform), Analytical Thinking, Analytic Research, Big Data, Business Data Analytics, Coaching and Feedback, Communication, Complex Data Analysis, Conducting Research, Creativity, Customer Analysis, Customer Needs Analysis, Dashboard Creation, Data Analysis, Data Analysis Software, Data Collection, Data-Driven Insights, Data Integration, Data Integrity, Data Mining, Data Modeling {+ 43 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date