I&P-GN - SONG - Service – GEN AI Agentic Innovation– Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture seeks a forward-thinking Consultant to lead GenAI-powered service reinvention initiatives across Sales, Service, and Marketing. You will design and implement agentic AI roadmaps, working with solution architects, Data & AI teams, and client stakeholders to drive measurable improvements in business performance.

The role demands 7–13 years of experience in customer service and a strong MBA, with hands-on knowledge of GenAI frameworks and LLMs.

Qualifications

• MBA from a Tier 1 institute with focus in Customer Service, Strategy, or Technology.
• 7–13 years of experience with at least 4 years in Customer Service operations and contact center channels.
• Hands-on experience with Agentic solutioning and conceptual architecture design, LLMs and GenAI frameworks.

Responsibilities

• Provide GenAI-powered service reinvention strategies and agentic AI solutions.
• Lead transformation roadmaps and future-fit operating models for client services.
• Collaborate with solution architects and Data & AI teams to design scalable solutions.
• Drive consultative selling and engagement to bring GenAI capabilities to clients.
• Develop business value cases tying GenAI to KPIs like productivity and CSAT.
• Guide clients through change management and technology adoption.

Skills

GenAI expertise

LLMs & AI frameworks

Consulting experience

Client relationship management

Education

MBA from a Tier 1 institute

Tools

Claude

OpenAI

Anthropic

Llama

Vertex

Job description

Industry & Process Global Network Song Practice| Service | Gen AI Agentic Innovation (Level 7) Join our team of Industry and Process Global Network Song who solve customer facing challenges at clients spanning Sales, Service and Marketing to accelerate business change. Practice: Industry and Process Global Network Song I Areas of Work: in service transformation, digital consulting, or GenAI strategy agentic AI, Contact center experience, CX Strategy & Design | Level: Manager | Location: Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad | Years of Exp: 7+ years 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.

Roles & Responsibilities:

• Bring a thought leadership lens to emerging technologies—translating GenAI trends, agentic workflows, and ecosystem capabilities into real-world, client-ready solutions.
• Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape.
• Lead 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.
• Envisioning and engaging in 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.
• Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI.
• Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges.
• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
• Champion the use of insights and intelligence to develop and solution Gen AI use cases and story telling strategy.
• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.

Read about us. Blogs What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create 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 responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

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 www.accenture.com.

About Accenture Industry and Process: Accenture I&P 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 https://www.accenture.com/in-en/careersAccenture Global Network Song | Accenture in One WordAt the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team. Your experience counts!

Requirements:

• MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
• 7-13 years of experience with at least 4 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
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.)
• Proven experience in creating and executing GenAI-led service transformation strategies, with a focus on leveraging platform Gen AI capabilities.
• In-depth knowledge of platform technology stack, including agentic AI solutions, to drive future-ready marketing organization strategies.
• Manage C Suite and identify and drive new business in Generative AI engagements.
• 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.
• Experience in consultative selling, working directly with clients to design, propose, and deliver transformation roadmaps that leverage AI technologies.
• Solid understanding of change management methodologies, including the ability to lead clients through upskilling, transformation, and technology adoption.
• 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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We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. World. Explore your next step at Accenture