GenAI-Driven CX Strategy Consultant (Global Network)

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Accenture Southeast Asia in Malaysia is seeking a CX/Contact Center consultant to design, build and implement strategic initiatives that enhance customer service operations and the overall customer experience.

You will apply Generative AI to transform engagement across IVR, web, chat, and email, drive intelligent automation, and collaborate with clients and teams to deliver measurable improvements in performance and satisfaction.

Qualifications

• Experience in designing and delivering contact center solutions across multiple channels (IVR, web, email, chat, SMS).
• Knowledge of integrating AI/NLP with CX tech stacks and CRM systems.
• Strong collaboration with clients and stakeholders to manage expectations.

Responsibilities

• Design, build and implement strategic CX initiatives that enhance customer service operations.
• Apply Generative AI to transform engagement across channels and automate processes.
• Coordinate with clients and stakeholders to deliver measurable improvements in performance and satisfaction.

Skills

Conversational AI

NLU/NLP

Java

Kubernetes

Contact Center

Stakeholder management

Education

Bachelor's degree in Computer Science or related field

Tools

Java

Kubernetes

APIs

Job description

Accenture Southeast Asia in Malaysia is seeking a CX/Contact Center consultant to design, build and implement strategic initiatives that enhance customer service operations and the overall customer experience.

You will apply Generative AI to transform engagement across IVR, web, chat, and email, drive intelligent automation, and collaborate with clients and teams to deliver measurable improvements in performance and satisfaction.