AI-Driven Contact Center Transformation Lead

Hammerjack Pty Ltd

Taguig

On-site

PHP 1,200,000 - 1,800,000

Full time

3 days ago

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Benefits offered by this job

AI-driven projects

Personalized training modules

Inclusive culture

Boundaryless collaboration

Global client exposure

Job summary

Accenture Strategy & Consulting in Manila is seeking an experienced Contact Center Transformation Consulting Manager for Process Excellence (RDE). You will own the full transformation design cycle—from assessing market forces to defining future-state processes and adoption plans—while shaping AI-enabled solutions for clients across industries and guiding cross-functional workshops.

Ideal candidates have a bachelor’s degree and 2–8 years in process redesign or management consulting, with proven

Qualifications

Bachelor's Degree or equivalent.
Minimum 2–8 years of experience in process excellence or management consulting.
Experience leading client discovery workshops and presenting to senior leadership.
Experience using AI-assisted tools for benchmarking or analytics.
Experience designing future-state processes with AI integration and operating model changes.

Responsibilities

Embed AI into future-state design and running AI-enabled delivery.
Lead future-state process specification and operating model changes.
Run client discovery workshops and present recommendations to senior client leadership.
Drive benchmarking analyses and change-impact assessments.
Facilitate design thinking sessions with cross-functional teams.
Connect operating model to future-state processes for transformation.
Contribute to playbook development and proposals.
Coach junior practitioners in process redesign and AI trends.
Embed AX Design principles into process specifications for AI agent experiences.