The Strategy & Consulting Global Network SONG Practice | AGENTIC AI

About The Role

Accenture is seeking a Gen AI Agentic Innovation Analyst / Consultant to help clients transform customer service and contact center operations through Generative AI and Agentic AI solutions. This role is suited for early-career and experienced professionals with a passion for digital transformation, customer experience, and AI-powered innovation.

You will work alongside business, technology, and data teams to assess service operations, design future-state experiences, and support the delivery of GenAI-led transformation programs that drive measurable business outcomes across productivity, revenue growth, operational efficiency, and customer satisfaction.

Key Responsibilities

Gather, analyze, and translate business requirements into AI-enabled service transformation solutions.

Support the assessment of current customer service operations, processes, and capabilities to identify improvement opportunities.

Design and document future-state processes, operating models, and service experiences leveraging Generative AI and Agentic AI.

Conduct research on emerging AI technologies, LLMs, agent frameworks, and customer service trends.

Collaborate with solution architects, data and AI teams, and technology specialists to develop scalable solutions.

Support or lead business analysis, product ownership, functional consulting, and implementation activities based on experience level.

Develop business cases and value assessments linked to KPIs such as productivity, revenue growth, operational efficiency, and customer satisfaction.

Facilitate client workshops, stakeholder discussions, and solution-design sessions.

Build strong relationships with clients and internal teams while supporting digital transformation initiatives.

Required Qualifications

Bachelor's degree in Business, Technology, Engineering, Computer Science, Analytics, Information Systems, or a related field.

1-9 years of experience in consulting, business analysis, customer service operations, contact centers, digital transformation, customer experience, or related domains.

Understanding of Generative AI, Large Language Models (LLMs), prompt engineering, AI workflow automation, or Agentic AI concepts.

Strong analytical and problem-solving skills with a data-driven mindset.

Excellent communication, stakeholder management, and presentation skills.

Ability to work in fast-paced and collaborative environments.

Experience with Agile, Waterfall, or hybrid delivery methodologies is advantageous.

Preferred Qualifications

Hands-on exposure to GenAI platforms and frameworks such as OpenAI, Anthropic, Claude, Llama, Vertex AI, or similar technologies.

Knowledge of customer service transformation, contact center operations, conversational AI, or agent enablement solutions.

Familiarity with Microsoft Copilot, AWS, Google Cloud, Salesforce, Cognigy, Cresta, or related platforms.

Basic to intermediate knowledge of SQL, Python, Tableau, or Power BI.

Experience supporting clients across industries such as Financial Services, Telecommunications, Retail, Consumer Goods, Resources, Healthcare, or Life Sciences.

Ability to articulate business value and performance improvements resulting from technology and AI investments.

About The Company / Team


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 www.accenture.com.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.