I&P- GN - SONG - Service - GEN AI-Senior Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Accenture is seeking a forward-thinking Consultant to support GenAI-powered service reinvention through agentic AI solutions. You will drive transformation across marketing, sales and services, shaping GenAI-led roadmaps and next-gen operating models.

The role requires MBA-level credentials, 10–15 years in customer service operations, and hands-on GenAI expertise. A strategic thinker will collaborate with architects, data teams and platform SMEs to deliver scalable, value-led outcomes.

Qualifications

• MBA from a Tier 1 institute focusing on Customer Service, Strategy, or Technology.
• 10–15 years of experience with at least 6 years in Customer Service operations and contact center channels.
• Hands-on experience with Agentic solutioning and GenAI frameworks (Claude, Open AI, Anthropic, Llama, Vertex).

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, 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 storytelling strategy.
• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.

Skills

GenAI

Agentic solutions

LLMs

Consulting

Customer service

Education

MBA (Tier 1 institute)

Tools

Claude

OpenAI

Anthropic

Llama

Vertex AI

Job description

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

You will drive the following 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.

Qualifications

• MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
• 10-15 years of experience with at least 6 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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Company Culture

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 a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture