GN - Song - Service - GEN AI Agentic Innovation - Consultant

Accenture; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture Strategy Consulting Global Network Song Practice in Bengaluru (and other cities) seeks a Consultant to drive GenAI-powered service reinvention for client teams. You will translate business needs into GenAI-enabled designs, collaborate with data AI groups, and deliver value-driven service transformations across marketing, sales and service functions.

The role emphasizes stakeholder engagement, solution design, and measurable outcomes through GenAI implementations, with a focus on

Qualifications

• 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.
• 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 and needs.
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks.
• Basic understanding of SQL, Python; MS Office and knowledge of visualization tools like Tableau/Power BI.
• Techno-functional experience across AWS, Google, Salesforce CRM, Microsoft Copilot, Cognigy, Cresta.

Responsibilities

• Gather and translate business requirements, analyze processes and design solutions for service design and implementation with Gen AI and agentic plays.
• Support assessments of current service capabilities and define GenAI-led reinvention roadmaps and operating models.
• Act as a BA, PO, or functional consultant in service strategy, design and implementation.
• Guide clients on leveraging LLMs and agentic capabilities to strengthen relationships and opportunities.
• Collaborate with solution architects, Data AI teams and platform SMEs to design scalable solutions.
• Develop knowledge on GEN AI trends, agent framework, AI workflow automation, LLM models and prompts.
• Advise clients on future-fit service blueprints to leverage cutting-edge technology and AI.
• Establish business value cases linking Gen AI-driven innovation to KPIs like productivity and CSAT.

Skills

Customer Service operations

Contact Center

GenAI

Agentic AI

Data-driven mindset

Project management

Communication skills

SQL

Python

Tableau/Power BI

Education

MBA from a Tier 1 institute

Tools

SQL

Python

Tableau/Power BI

AWS/GCP

Job description

The Strategy Consulting Global Network Song Practice| Service | Gen AI Agentic Innovation (Level 9)

Join our team of Strategy Consulting Global Network Song who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice: Strategy Consulting Global Network Song I Areas of Work: in service transformation, digital consulting, or GenAI strategy agentic AI, Contact center experience, CX Strategy Design | Level: Consultant | Location: Bengaluru, Gurgaon, Mumbai, Chennai, Kolkata Hyderabad | Years of Exp: 6+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer service challengesDo you want to design, build and implement strategies to enhance business performanceDoes 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 Strategy Consulting 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.

Read about us.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world-s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

Strategy Consulting:

Accenture Strategy shapes our clients- future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .

Your experience counts!

Qualification

• 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, SP, Resources, Retail, Finance, Lifesciences, etc.

What-s in it for you

• An opportunity to work on with key G2000 clients
• Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed into everything-from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.