Senior Lead, OMNI Channel, Contact Centre

Job Description

<p><p><b>Line of Service:</b> Advisory</p>
<p><b>Industry/Sector:</b> Not Applicable</p>
<p><b>Specialism:</b> Salesforce</p>
<p><b>Management Level:</b> Director</p>
<p><b>Job Description & Summary:</b> A career within Salesforce Consulting services will provide you with the opportunity to help our clients leverage Salesforce technology to enhance their customer experiences, enable sustainable change, and drive results. We focus on understanding our client’s challenges and developing custom solutions powered by Salesforce to transform their sales, service and marketing capabilities by exploring data and identifying trends, managing customer life cycles, strategically building and leveraging online communities, driving employee engagement and collaboration, and connecting directly with channel partners to share goals, objectives, and activities in a secure, branded location.</p>
<h3>Meaningful work you’ll be part of</h3>
<p>As a Senior Lead, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:</p>
<ul>
<li>Support sales & account growth: Shape proposals, demos, and estimates; contribute to business development and account management.</li>
<li>Support operational engagements like operating models & governance development, Workforce Management optimization leveraging technical experience and subject matter specialization.</li>
<li>Deliver Contact Centre solution evaluations, Total Cost of ownership analysis technical Architecture and Road Maps.</li>
<li>Lead CCaaS engagements: Drive discovery, requirements, solution design, migration, and post-go-live optimization for omnichannel capabilities (voice, chat, email, SMS, social, self-service).</li>
<li>Coach teams: Facilitate workshops, align stakeholders, and mentor consultants.</li>
<li>Architect and implement solutions: Design scalable CCaaS architectures leveraging platforms like Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, and integrate with CRM systems (Salesforce, Dynamics).</li>
<li>Enable AI and automation: Implement virtual assistants, agent assist, predictive routing, and speech analytics using tools like Amazon Lex, Dialogflow CX, and Contact Center AI.</li>
<li>Collaborate cross‑functionally: Work with IT, business lines, and vendor teams to ensure seamless integration and compliance.</li>
<li>Stay ahead of trends: Monitor emerging technologies (LLMs, NLP, Conversational AI) and recommend innovative solutions.</li>
</ul>
<h3>Experiences and skills you’ll use to solve</h3>
<ul>
<li>Extensive experience in contact centre operations/technology; 3–5 years leading CCaaS implementations (discovery > design > build > test > cutover > hypercare).</li>
<li>Platform depth: Expertise in at least two CCaaS platforms (Genesys Cloud CX, NICE CXone, Five9, Amazon Connect) plus CRM integration.</li>
<li>Technical skills: SIP/telephony, IVR/IVA design, APIs/REST, security/compliance in cloud environments; experience with AI/ML and automation frameworks.</li>
<li>Consulting & sales mindset: Pre‑sales solutioning, RFP support, proposal writing, and executive communication.</li>
<li>Education & certifications (assets): Bachelor’s degree; COPC® Certified Professional Manager; ITIL; PMP/PRINCE2; cloud certs (AWS/Azure/GCP); vendor certs (Genesys, NICE).</li>
<li>Preferred: Experience with Conversational AI, NLP, and scripting languages (Python, JavaScript).</li>
</ul>
<p>The salary range for this position is $191,200 - $241,200. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary is determined by your skills, experience, qualifications and work location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm‑wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation. During the hiring process, our Talent Acquisition team will provide details about our comprehensive total rewards package.</p>
<h3>Why you’ll love PwC</h3>
<p>We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at https://jobs-ca.pwc.com/ca/en/life-at-pwc</p>
<p>PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.</p>
<p><b>Optional Skills:</b> Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Software, Business Model Development, Business Process Modeling, Business Systems, Coaching and Feedback, Communication, Creativity, Developing Training Materials, Embracing Change, Emerging Technologies, Emotional Regulation, Empathy, Enterprise Integration, Enterprise Software, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Influence, Innovation, Innovative Design, … {+ 30 more}</p>
<p><b>Travel Requirements:</b> Not Specified</p>
<p><b>Available for Work Visa Sponsorship?</b> No</p>
<p><b>Government Clearance Required?</b> No</p>
<p>We’re committed to providing accommodation throughout the application, interview, and employment process. If you require accommodation to be at your best, please let us know during the application process. The use of artificial intelligence (AI) in recruiting is just getting started, so we know you have questions about how and why we use it. At certain points during our recruiting process, we rely on AI to improve your experience. This could be during resume review or curating personalized job recommendations, asking you clarifying questions via a chatbot or during our interview scheduling to improve your experience. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly, without seeing identity information, such as your name, or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills, experience and likely success at PwC Canada. While AI supports parts of our recruitment process, final hiring decisions always involve human review. For more information about our use and protection of your data, please refer to our Privacy Policy (https://www.pwc.com/ca/en/privacy-policy.html). Nous tenons à répondre à vos besoins tout au long du processus de demande d’emploi, d’entrevue et d’embauche. Si vous avez besoin de mesures d’adaptation pour être parfaitement à l’aise, faites‑le‑nous savoir à l’étape de la demande d’emploi. L’utilisation de l’intelligence artificielle (IA) dans le domaine du recrutement en est à ses balbutiements. Nous savons que vous pourriez vous demander comment et pourquoi nous y avons recours. À certains stades de notre processus de recrutement, nous comptons sur l’IA pour améliorer votre expérience. Par exemple, pendant l’examen du curriculum vitæ ou l’élaboration d’une liste de recommandations personnalisées, un agent conversationnel pourrait vous demander des précisions ou fixer avec vous un rendez‑vous pour l’entrevue. L’IA nous aide à mieux lutter contre les préjugés, car l’évaluation des candidats se fait de façon juste et équitable, sans que les informations d’identification comme le nom ou le sexe soient connues. Elle nous permet également de mieux repérer les bons candidats pour un poste et d’évaluer le lien entre leurs compétences, leur expérience et leurs chances de réussir chez PwC Canada. Bien que l’IA facilite certaines étapes de notre processus de recrutement, les décisions finales d’embauche sont toujours prises par des personnes. Pour en savoir plus sur l’utilisation et la protection de vos données personnelles, consultez notre politique sur la protection des renseignements confidentiels (https://www.pwc.com/ca/fr/privacy-policy.html).</p></p>
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