IN_Senior Associate_Contact Centre Transformation_GCC_Advisory_Bangalore

Line of Service

Advisory

Industry/Sector

FS X-Sector

Specialism

Operations

Management Level

Senior Associate

Job Description & Summary

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 intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description:

Contact Centre Transformation (strong chat and voice AI)

Role Overview

We are seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. This role requires architecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with 4-8 years of experience.

Responsibilities

· Lead the design and architecture of end-to-end contact centre transformation solutions.

· Build and optimize Voice Bots, Chatbots, Email Bots, multilingual conversational AI solutions.

· Architect Gen AI-powered Knowledge Bases (RAG), Agent Assist frameworks, and Auto Quality Audit systems.

· Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai.

· Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs.

· Deliver high-quality solutions using Python, Node.js, microservices, and API-first design.

· Lead DevOps practices: CI/CD pipelines, containerization, cloud-native deployments.

· Ensure enterprise standards for security, scalability, resilience, and compliance.

· Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.

What We Offer

· Opportunity to lead cutting-edge AI-driven contact centre transformation projects.

· Exposure to global enterprise clients and large-scale deployments.

· A culture of innovation, mentorship, and continuous learning in AI, NLP, and automation.

· Competitive compensation and growth opportunities into architectural and leadership roles.

Mandatory skill sets:  

1. Contact Centre Platforms

· Genesys, Avaya, Amazon Connect, Google CCAI

2. Conversational AI & Bots

· Voice Bots, Chatbots, Email Bots

· Multilingual bot development

· Agent Assist, Auto QA frameworks

3. Gen AI & Knowledge Systems

· RAG-based Knowledge Bases

· Contextual AI-driven knowledge retrieval

4. CAI Tools

· Kore.ai, Yellow.ai

· Azure Cognitive Services, AWS Lex

5. Integrations

· IVR, CRM (Salesforce, Dynamics), Ticketing (ServiceNow, Zendesk)

· Backend APIs, microservices

6. Programming

· Expert in Python, Node.js

· Strong knowledge of microservices, API-first design, event-driven systems

7. DevOps & Cloud

· CI/CD pipelines, GitOps

· Docker, Kubernetes

· AWS, Azure, GCP cloud-native deployments

8. Enterprise Practices

· Security-first design, compliance (GDPR, HIPAA, PCI-DSS)

· Performance optimization and monitoring

· Scalability and high availability architectures

Any one preferred certification

Contact Centre & Conversational AI

· Genesys Certified Professional / Engineer

· Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)

· Amazon Connect Specialist Certification

· Google Cloud Contact Center AI (CCAI) Certification

· Kore.ai Certified Developer

· Yellow.ai Platform Certification

Cloud & DevOps

· AWS Certified Solutions Architect – Professional

· Microsoft Certified: Azure Solutions Architect Expert

· Google Cloud Professional Cloud Architect

· Certified Kubernetes Administrator (CKA)

· Docker Certified Associate

Preferred skill sets:  

Contact Centre Transformation (strong chat and voice AI) 

Years of experience required:  

4 to 7 yrs

Education qualification:  

Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related fields.

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

Degrees/Field of Study required: Bachelor of Technology

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Contact Centre Technology

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Automation Algorithms, Automation Engineering, Automation Framework Design and Development, Automation Programming, Automation Solutions, Automation Studio, Automation System Efficiency, Blue Prism, Business Analysis, Business Performance Management, Business Process Analysis, Business Process Automation (BPA), Business Transformation, Business Value Optimization, C++ Programming Language, Cognitive Automation, Communication, Conducting Discovery, Configuration Management (CM), Continuous Process Improvement {+ 36 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date