GenAI Contact Center Transformation Lead

8005 Accenture Inc Company; Taguig; Sur place; PHP 4 000 000 - 7 000 000; Plein temps

Avantages offerts par ce poste

Training modules

Culture of equality

Boundaryless collaboration

Résumé du poste

Accenture Strategy & Consulting seeks a seasoned Manager to drive GenAI-powered service reinvention through agentic AI solutions. You will shape transformation roadmaps, lead client discussions, and collaborate with Data & AI teams to deliver scalable, future-ready service blueprints.

Ideal candidates have MBA from Tier 1, 10–15 years in customer service ops, and deep expertise in GenAI, LLMs, and platform technologies. Expect engaging with C-suite clients and delivering tangible business value.”

Qualifications

• MBA from a Tier 1 institute with 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.
• Hands-on experience with Agentic solutions and conceptual architecture design.
• LLMs and GenAI frameworks (Claude, OpenAI, Anthropic, Llama, Vertex, etc.).
• Proven experience in GenAI-led service transformation strategies and consultative selling.

Responsabilités

• Bring a thought leadership lens to GenAI trends and agentic workflows.
• Lead the development of transformation strategies integrating GenAI and agentic solutions.
• Lead assessments of current service capabilities and define GenAI-led reinvention roadmaps.
• Engage in client conversations on leveraging LLMs to strengthen relationships and opportunities.
• Collaborate with solution architects, Data & AI teams, and platform SMEs to design scalable solutions.
• Guide clients through the design and implementation of future-fit AI-enabled service blueprints.
• Drive consultative selling and engagement to bring GenAI solutions to clients.
• Establish business value cases linking GenAI to KPIs like productivity and CSAT.
• Build client relationships and guide digital transformation in service.

Connaissances

GenAI strategy

Client leadership

LLMs

Agentic AI

Consulting

Cross-functional collaboration

Sales/BD

Change management

Analytical problem-solving

Formation

MBA from Tier 1 institute

Outils

Claude

OpenAI

Anthropic

Llama

Vertex

Description du poste

Accenture Strategy & Consulting seeks a seasoned Manager to drive GenAI-powered service reinvention through agentic AI solutions. You will shape transformation roadmaps, lead client discussions, and collaborate with Data & AI teams to deliver scalable, future-ready service blueprints.

Ideal candidates have MBA from Tier 1, 10–15 years in customer service ops, and deep expertise in GenAI, LLMs, and platform technologies. Expect engaging with C-suite clients and delivering tangible business value.”