I&P- GN - SONG - Service - GEN AI - Consultant

Explore an Exciting Career at Accenture

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 Consultant to support 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.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of the team You will drive the following

 

Roles & Responsibilities:

• Gather and translate business requirements, analyze process and design solutions for service design and implementation programs with Gen AI and agentic plays
• Support 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.
• Work as a BA, PO or functional consultant as part of service strategy, design and implementation
• Help leaders in driving 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.
• Develop knowledge, prevailing GEN AI trends, agent framework, AI workflow automation, LLM Models, prompt engineering
• Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI.
• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
• 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
• 6-9 years of experience with at least 3 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, Conversational AI and agent enablement
• Excellent analytical and problem-solving skills, with a data-driven mindset. 
• Familiarity with project management methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills to engage effectively with clients and internal stakeholders
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.)
• Basic understanding of SQL, Python. MS office and knowledge of visualization tools like Tableau & Power BI is preferred.
• Ability to articulate and measure the business value of recommendations/plans/strategies and KPI improvements across value stream
• Good to have techno functional experience on AWS, Google, Salesforce CRM, Microsoft Copilot, Cognigy, Cresta
• 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.
• 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

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 at www.accenture.com 

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