Join PwC New Zealand as a Senior Analyst/Manager in the Data & AI team. Engage with clients to translate AI capabilities into impactful initiatives and strategies.
About the role
- Forward Deployed Engineer at Genesys working with clients to implement AI solutions and drive CX transformation across Australia and New Zealand.
Responsibilities
- Partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases aligned with strategic objectives.
- Assess value, effort, and feasibility to prioritize initiatives effectively.
- Translate customer KPIs (AHT, CSAT, containment rates, etc.) into actionable AI solution opportunities.
- Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration.
- Lead process-redesign workshops to create seamless, channel-agnostic CX.
- Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
- Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
- Integrate Genesys AI components with customer CRM, ERP, and third-party systems.
- Establish implementation KPIs and analytics to measure model and journey performance.
- Evaluate solution performance against KPIs and refine designs based on data-driven insights.
- Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps.
- Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
- Adhere to Genesys ethical standards and compliance frameworks.
- Mentor customer and partner teams to build long-term AI maturity and self-sufficiency.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
- At least five years of experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar).
- Three or more years of experience in solution architecture, systems integration, or AI/ML-enabled process design.
- Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, GCP).
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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