Job Specifications
At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives. As a Salesforce consulting generalist at PwC, you will possess a broad range of consulting skills and experience across various Salesforce applications. You will provide consulting services to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of Salesforce applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.
Meaningful work you’ll be part of
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:
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 optimization leveraging technical experience and subject matter specialization
Deliver Contact Centre solution evaluations, Total Cost of ownership analysis technical Architecture and Road Maps
Lead CCaaS engagements: Drive discovery, requirements, solution design, migration, and post-go-live optimization for omnichannel capabilities (voice, chat, email, SMS, social, self-service).
Coach teams: Facilitate workshops, align stakeholders, and mentor consultants
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).
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.
Collaborate cross-functionally: Work with IT, business lines, and vendor teams to ensure seamless integration and compliance.
Stay ahead of trends: Monitor emerging technologies (LLMs, NLP, Conversational AI) and recommend innovative solutions.
Experiences And Skills You’ll Use To Solve
Extensive experience in contact centre operations/technology; 3–5 years leading CCaaS implementations (discovery → design → build → test → cutover → hypercare).
Platform depth: Expertise in at least two CCaaS platforms (Genesys Cloud CX, NICE CXone, 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).
PwC Canada is committed to cultivating an inclusive, hybrid work environment. Exact expectations for your team can be discussed with your interviewer
This position ensures continuity and upholds our standards of excellence following the departure of a valued team member.
The salary range for this position is $168,000 - $218,000. 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.
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: https://jobs-ca.pwc.com/ca/en/life-at-pwc
PwC Canada
About the Company
Welcome to PwC Canada's official LinkedIn page. On this page, you'll get the latest news, thought leadership, events and what it's like to work at the firm. Our purpose to build trust in society and solve important problems is brought to life by more than 7,800 partners and staff in locations across Canada. With more than 110 years of excellence in Canada, we provide industry-focused professional services including audit assurance, risk assurance, tax. deals and consulting. We work to provide clients with the best of our col...
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