CX Strategy & GenAI Transformation Consultant

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Accenture is seeking a consulting professional to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. You will lead initiatives across contact center and self-service solutions, leveraging Generative AI to transform interactions and drive efficiency.

The role requires experience in multi-channel CX delivery, API integrations, and a passion for innovation within Fortune 500 contexts.

Qualifications

• Experience in contact center and customer experience projects with multi-channel operations.
• Knowledge of integrating GenAI into self-service and agent-assist tools.
• Familiarity with API integrations, Java, WebServices, and Kubernetes.

Responsibilities

• Lead design and delivery of customer interaction solutions across channels (IVR, web, email, chat, SMS).
• Incorporate GenAI to transform CX, enabling intelligent automation and personalized interactions.
• Engage stakeholders, manage risks, and ensure successful project outcomes.

Skills

Conversational AI

NLU

NLP

SMS

Email

Chat

Web

Java

WebServices

Kubernetes

Tools

Java

WebServices

Kubernetes

Job description

Accenture is seeking a consulting professional to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. You will lead initiatives across contact center and self-service solutions, leveraging Generative AI to transform interactions and drive efficiency.

The role requires experience in multi-channel CX delivery, API integrations, and a passion for innovation within Fortune 500 contexts.