AI-Driven Contact Center Transformation Leader

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Accenture Strategy & Consulting is seeking a Contact Center Transformation Consulting Manager / Senior Manager for Process Excellence (RDE). You will lead the definition of how process transformation work is delivered, setting methodology, quality governance, and ensuring engagements reflect deep domain expertise with the right delivery standards.

You will coach and develop a team of senior specialists, coordinate with technology and delivery partners, and embed AX Design and AI agent

Qualifications

• Bachelor's Degree or equivalent.
• Minimum 5-12 years of experience in process excellence, process redesign, or management consulting
• Deep industry or function expertise in at least one domain, with the ability to apply it to transformation methodology design
• Demonstrated ability to define and govern team methodology across a portfolio of client engagements
• Experience managing and developing team members in a consulting environment
• Proven track record facilitating client workshops and presenting to senior leadership

Responsibilities

• Embed AI into future state design for clients and workstreams using appropriate AI tools.
• Define the process redesign standard for your industry or function and govern its application across engagements.
• Determine the client facilitation approach: discovery workshop methodology, recommendation presentations, and approval governance.
• Define the benchmarking and transformation roadmap methodology the team applies.
• Determine how domain expertise and functional playbook methodology are applied across engagements.
• Manage client stakeholder facilitation activities - discovery workshops, recommendations, and day-to-day relationships.
• Approve final process designs before client delivery.
• Manage and develop direct reports coaching senior specialists on process redesign and domain application.
• Connect with technology and delivery partners to ensure alignment of design and platform work.
• Define how AX Design is embedded in the team's domain methodology and AI agent experiences across engagements.

Education

Bachelor's Degree or equivalent

Job description

Accenture Strategy & Consulting is seeking a Contact Center Transformation Consulting Manager / Senior Manager for Process Excellence (RDE). You will lead the definition of how process transformation work is delivered, setting methodology, quality governance, and ensuring engagements reflect deep domain expertise with the right delivery standards.

You will coach and develop a team of senior specialists, coordinate with technology and delivery partners, and embed AX Design and AI agent