AGBG Mid-market Offering Lead - Customer Service & Commerce

Accenture; Bengaluru; Hybrid; INR 2,500,000 - 3,500,000; Full time

Job summary

Accenture is hiring a Customer Engagement Solutions Leader to define the AI-powered customer experience strategy across various channels. The role will focus on improving efficiency and outcomes while leading a portfolio of productized solutions on Google Cloud.

Candidates should have 12+ years of experience in relevant domains, a Bachelor’s degree, and preferably related Google Cloud certifications. This leadership position offers a chance to drive impactful transformations for clients.

Qualifications

• 12+ years of experience in product management, product marketing, or solution ownership.
• Preferably within customer engagement, contact center, or customer service domains.
• Relevant Google Cloud certifications are highly desirable.

Responsibilities

• Drive the end-to-end strategy and roadmap for Customer Engagement solutions.
• Lead market, customer, and competitive intelligence.
• Serve as a thought leader and evangelist in modern customer experience.
• Develop the go-to-market strategy and assets for Customer Engagement Solutions.
• Act as a domain SME for customer engagement and service transformation.
• Track performance against defined KPIs.
• Partner closely with ecosystem partners and platform teams.

Skills

Strategic offering/product skills

Deep domain expertise in Customer Service/Contact Center

Working knowledge of Generative AI

End-to-end go-to-market capability

Ability to lead through influence

Strong execution discipline

Education

Bachelor's degree in technical or business-related field

Master's degree

Job description

Job Title

Customer Engagement Solutions Leader

Management Level

07 Manager

Location

Bangalore / Mumbai / Hyderabad

Must Have Skills

• Strategic offering/product skills: market and customer analysis, competitive intelligence, business case development, and value proposition definition to shape vision and roadmap.
• Deep domain expertise in Customer Service/Contact Center and strong knowledge of relevant Google Cloud services (e.g., CCAI, GECX) and adjacent platform capabilities.
• Working knowledge of Generative AI concepts and enterprise use cases within the Google Cloud ecosystem (e.g., Gemini, Vertex AI), including how GenAI enhances customer engagement workflows.
• End-to-end go-to-market capability: packaged offers, launch management, positioning/messaging, and creation of sales, enablement, and marketing assets.
• Ability to lead through influence in a matrixed, global environment, collaborating with cross‑functional teams and alliance partners with strong executive communication across regions and time zones.
• Strong execution discipline to take ideas from concept to release, translating priorities into a deliverable plan, iterating with feedback, and improving based on outcomes and data.

Experience

12+ years of experience in product management, product marketing, or solution ownership roles, preferably within customer engagement, contact center, or customer service domains.

Good to Have Skills

Relevant Google Cloud certifications are highly desirable.

Educational Qualification

Bachelor's degree in a technical or business‑related field; Master's degree is a plus.

Job Overview

The Customer Engagement Solutions Leader defines the strategy for AI‑powered customer experience across voice, digital, and conversational channels, improving efficiency and outcomes across customer journeys.

In this role, you will lead a portfolio of productized AI‑powered customer engagement solutions on Google Cloud (conversational AI, contact center, omnichannel service, conversational commerce), enabling proactive, intelligent engagement and measurable business impact.

You will set the vision and roadmap, translate market/client insights into scalable capabilities, and partner across sales, engineering, delivery, and ecosystem to drive adoption and measurable results.

Key Responsibilities

• Drive the end‑to‑end strategy and roadmap for Customer Engagement solutions that transform how clients serve, support, and engage their customers across voice, digital, and conversational channels.
• Lead market, customer, and competitive intelligence across customer engagement, contact center, conversational AI, and omnichannel service landscapes, translating insights into differentiated positioning, priority use cases (e.g., self‑service, agent assist, conversational commerce), and roadmap investments.
• Serve as a thought leader and evangelist in modern customer experience, shaping perspectives on agentic AI, conversational engagement, and service transformation through client engagements, executive briefings, industry forums, blogs, and webinars.
• Develop the go‑to‑market (GTM) strategy and assets for Customer Engagement Solutions, including messaging, value propositions, product packaging, commercials, launch planning, and coordination across sales, marketing, and alliance teams.
• Act as a domain SME for customer engagement and service transformation, supporting strategic sales pursuits through opportunity shaping, solution positioning, demonstrations, and proposal development focused on experience, efficiency, and time to value.
• Track performance against defined KPIs (e.g., adoption, pipeline influence, time‑to‑value, win rate) and use insights to continuously improve the offering and GTM approach.
• Partner closely with ecosystem partners and platform teams including Google Cloud, CCAI, CES, and adjacent CX platforms to align roadmaps, co‑innovate on agentic and conversational capabilities, and accelerate joint GTM motions.