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Job Summary:
The Strategy & Consulting Global Network Song (S&C GN Song) practice works with clients across their marketing, sales and services and customer engagement functions. Our services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, enhancing revenue, improving 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 workflowsand aligning them with clients platform ecosystems. You will also lead consultative solutioning, value case development, architect next gen of intelligent, insight ledand AI powered digital solutions- influencing stakeholders across business ,dataand 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 leveragecutting-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.
Professional & Technical Skills:
MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
13-20 years of experience with at least 4 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 leveragingplatform 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 leverageAI 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.
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces.Join Accenture to work at the heart of change.Visit us at
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services €" all powered by the world€™s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com
Job ID: 131156047
