Job Title

Line of Service Advisory Industry/Sector Not Applicable Specialism Salesforce Management Level Director Job Description & Summary 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. Meaningful workyou''llbe part of As aSenior Lead,you''llwork 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: Support sales & account growth: Shape proposals, demos, and estimates; contribute to business development and account management. Support operational engagements like operating models & governance development, Workforce Management optimizationleveragingtechnical experience and subject matter specialization Deliver Contact Centre solution evaluations, Total Cost of ownership analysis technical Architecture and Road Maps LeadCCaaSengagements: Drive discovery, requirements, solution design, migration, and post-go-live optimization for omnichannel capabilities (voice, chat, email, SMS, social, self-service). Coach teams:Facilitateworkshops, align stakeholders, and mentor consultants Architect and implement solutions: Design scalableCCaaSarchitecturesleveragingplatforms like Genesys Cloud CX, NICECXone, Five9, Amazon Connect, and integrate with CRM systems (Salesforce, Dynamics). Enable AI and automation: Implement virtual assistants, agent assist, predictive routing, and speech analytics using tools like Amazon Lex,DialogflowCX, and Contact Center AI. Collaborate cross-functionally: Work with IT, business lines, and vendor teams to ensure seamless integration and compliance. Stay ahead of trends:Monitoremerging technologies (LLMs, NLP, Conversational AI) and recommend innovative solutions. Experiences and skillsyou''lluse to solve Extensive experience in contactcentreoperations/technology; 35 years leadingCCaaSimplementations (discovery design build test cutover hypercare). Platform depth:Expertisein at least twoCCaaSplatforms (Genesys Cloud CX, NICECXone, Five9, Amazon Connect) plus CRM integration. Technical skills: SIP/telephony, IVR/IVA design, APIs/REST, security/compliance in cloud environments; experience with AI/ML and automation frameworks. Consulting & sales mindset: Pre-sales solutioning, RFP support, proposal writing, and executive communication. Education &certifications(assets): Bachelor''s degree; COPC Certified Professional Manager; ITIL; PMP/PRINCE2;cloud certs(AWS/Azure/GCP);vendor certs(Genesys, NICE). Preferred: Experience with Conversational AI, NLP, and scripting languages (Python, JavaScript). Thisposition ensures continuity and upholds our standards of excellence following the departure of a valued team member. The salary range for this position is $191,200 - $241,200Theposted salary rangerepresentsthe expected hiring range for PwC locations in major citycentres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary isdeterminedbyyour skills, experience,qualificationsand work location.Inaddition 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. Why you''ll love PwC 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: 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, Mtis 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. 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, 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} Desired Languages (If blank, desired languages not specified) Travel Requirements Not Specified Available for Work Visa Sponsorship? No Government Clearance Required? No Job Posting End Date 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 ).Nous tenons rpondre 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 tre parfaitement l''aise, faites-le-nous savoir l''tape de la demande d''emploi.L''utilisation de l''intelligence artificielle (IA) dans le domaine du recrutement en est ses balbutiements. Nous savons que vous pourriez vous demander comment et pourquoi nous y avons recours. certains stades de notre processus de recrutement, nous comptons sur l''IA pour amliorer votre exprience. Par exemple, pendant l''examen du curriculum vit ou l''laboration d''une liste de recommandations personnalises, un agent conversationnel pourrait vous demander des prcisions ou fixer avec vous un rendez-vous pour l''entrevue. L''IA nous aide mieux lutter contre les prjugs, car l''valuation des candidats se fait de faon juste et quitable, sans que les informations d''identification comme le nom ou le sexe soient connues. Elle nous permet galement de mieux reprer les bons candidats pour un poste et d''valuer le lien entre leurs comptences, leur exprience et leurs chances de russir chez PwC Canada. Bien que l''IA facilite certaines tapes de notre processus de recrutement, les dcisions finales d''embauche sont toujours prises par des personnes. Pour en savoir plus sur l''utilisation et la protection de vos donnes personnelles, consultez notre politique sur la protection des renseignements confidentiels ).