GenAI Contact Center Transformation Consulting Manager / Senior Manager
Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer service challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?
Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture’s Strategy & Consulting Global Network Song practice.
The Practice - A Brief Sketch
The Industry and Process Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Service Transformation, Marketing Transformation, and Commerce and Sales. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
We are seeking a forward-thinking and technically astute Manager to drive business growth and deliver GenAI-powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem-solver with deep expertise in service experience design, modular AI agent design, and digital contact center processes. As a trusted advisor to senior stakeholders, you will lead the creation and deployment of intelligent, agentic capabilities across the service value chain.
You will play a pivotal role in identifying automation opportunities, designing integrated agentic solutions using the latest LLMs and AI workflows and aligning them with clients’ platform ecosystems. You will also lead consultative solutioning, value case development, architect next gen of intelligent, insight led and AI powered digital solutions- influencing stakeholders across business , data and technology.
Roles & Responsibilities:
Bring a thought leadership lens to emerging technologies-translating GenAI trends, agentic workflows, and ecosystem capabilities into real-world, client-ready solutions.
Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape.
Lead strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working (next gen operating models), future-fit capabilities and process designs.
Envisioning and engaging in client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.
Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.
Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI.
Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges.
Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
Champion the use of insights and intelligence to develop and solution Gen AI use cases and story-telling strategy.
Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.
Your experience counts!
MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
10-15 years of experience with at least 6 years in Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and in depth knowledge and know-how of Customer Service Strategy implementation
Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.)
Proven experience in creating and executing GenAI-led service transformation strategies, with a focus on leveraging platform Gen AI capabilities.
In-depth knowledge of platform technology stack, including agentic AI solutions, to drive future-ready marketing organization strategies.
Manage C Suite and identify and drive new business in Generative AI engagements.
Strong background in consulting and developing client-centric solutions, combining the best of technology, AI, and data to address complex business challenges across customer experience and agent enablement
Demonstrated expertise in cross-functional collaboration, working closely with technical teams (solution architects, Data & AI) and business teams to drive successful outcomes.
Experience in consultative selling, working directly with clients to design, propose, and deliver transformation roadmaps that leverage AI technologies.
Solid understanding of change management methodologies, including the ability to lead clients through upskilling, transformation, and technology adoption.
Analytical mindset and problem-solving skills, with the ability to identify opportunities for AI-powered optimization in service processes.
Experience in working with clients across multiple industries like Telco, S&P, Resources, Retail, Finance, Lifesciences, etc.
What’s in it for you?
An opportunity to work ontransformative projects with key G2000 clients
Potential toCo-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
Ability to embedresponsible business into everything-from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop yourstrategy & consulting acumen to grow your skills, industry knowledge and capabilities
Opportunity to thrive in aculture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
About Accenture Strategy & Consulting:
InAccenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy andManagement Consulting Talent today. To learn more about S&C, visitaccenture.com/strategyandconsultingph.
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
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