Job Title – Decision Science Senior Manager – S&C GN

Management Level: 06 – Senior Manager
Location: Bengaluru | Gurugram | Mumbai | Kolkata | Pune | Chennai | Hyderabad
Must Have Skills: Agentic AI, Generative AI, LLMs, Contact Centre AI, GCP/Azure/AWS, Data Science, Consulting, RFP/RFI, SOW, Program Delivery
Good to Have Skills: UI/UX, CI/CD, DevOps, Enterprise AI Solution Delivery

Job Summary

As a Decision Science Senior Manager within the S&C GN Customer Service Analytics & Contact Center AI practice, you will lead enterprise AI transformation programs across strategy, solution design, RFP/RFI responses, SOW development, delivery execution and program management. You will drive business development, client engagement and stakeholder management while delivering Agentic AI, Generative AI, Conversational AI and LLM-based solutions on GCP, Azure and AWS.

Roles & Responsibilities

·       Lead end-to-end Contact Centre AI transformations from opportunity shaping and discovery through solution delivery, adoption, value realization, and transition to operations.

·       Convert business challenges into prioritized AI use cases, roadmaps, business cases, and measurable improvements in containment, handle time, resolution, quality, customer satisfaction, and cost to serve.

·       Shape scalable Agentic AI, Generative AI, LLM, Conversational AI, analytics, agent assist, automation, and knowledge solutions across cloud, data, integration, security, observability, and responsible AI.

·       Own consulting and commercial deliverables, including assessments, operating models, RFP/RFI responses, proposals, SOWs, estimates, staffing, timelines, commercials, risks, and acceptance criteria.

·       Direct program governance across scope, budget, quality, resources, RAID, change, benefits, and executive reporting; lead workshops and align senior business and technology stakeholders.

·       Build and lead multidisciplinary teams of 10+; coach talent, assure deliverable quality, and drive account growth through opportunities, demonstrations, reusable offerings, and thought leadership.

Professional & Technical Skills

Must Have Skills

·       15+ years of experience, including 10+ years in Data & AI, analytics, consulting, or contact centre transformation, with ownership of complex enterprise programs.

·       Proven delivery experience across Agentic AI, Generative AI, LLMs, Conversational AI, machine learning, speech/text analytics, and Contact Centre AI capabilities.

·       Strong knowledge of LLM patterns, including prompting, agent/tool orchestration, RAG, vector search, grounding, guardrails, human review, evaluation, and monitoring.

·       Expertise in at least one of GCP, Azure, or AWS, with enterprise data, API/integration, security, governance, privacy, scalability, and observability knowledge.

·       Strong consulting and commercial skills across discovery, prioritization, business cases, roadmaps, architecture, executive recommendations, RFP/RFI responses, and SOWs.

·       Proven program, team, and stakeholder leadership covering Agile/hybrid delivery, financials, resourcing, governance, risk, quality, change, responsible AI, coaching, and practice growth.

Good to Have Skills

• Experience with CCaaS/customer-service platforms and contact centre technologies such as Genesys, Amazon Connect, NICE, Five9, Salesforce, Microsoft Dynamics, IVR, routing, and workforce or quality management.
• Knowledge of MLOps/LLMOps, CI/CD, containerization, Kubernetes, observability, and leading cloud AI, agent, and data platforms.
• Exposure to conversational UX, AI-enabled knowledge management, relevant certifications, and development of reusable assets or go-to-market offerings.

Experience: 15+ years overall; 10+ years in Data & AI, Contact Centre AI and Consulting
Educational Qualification: B.Tech/BE or M.Tech/ME or MBA or equivalent

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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