The Strategy & Consulting Gen AI Agentic Innovation Consultant - SONG (GN)

Accenture PLC; Warszawa; Hybrid; PLN 200,000 - 320,000; Full time

Benefits offered by this job

Permanent employment contract.

Private medical care

Life insurance

Company car

Employee share purchase plan

Paid employee referral program

Training package

Employee Assistance Program

Multisport card

MyBenefit platform

Job summary

Accenture Poland in Warsaw is seeking a senior consultant to join GN SONG, focusing on customer service operations, Gen AI, and agent enablement. You will gather requirements, design strategies, work as BA/PO, and guide clients on leveraging LLMs to transform service interactions.

The role offers a permanent contract, extensive training, medical and life insurance, and a global network with opportunities to work across Europe and the Middle East.

Qualifications

• 6-9 years of experience with at least 3 years in Customer Service operations and Contact Center channels and in depth knowledge and know-how of Customer Service Strategy implementation, Conversational AI and agent enablement.
• Excellent analytical and problem-solving skills, with a data-driven mindset.
• Familiarity with project management methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills to engage effectively with clients and internal stakeholders.
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.).
• Basic understanding of SQL, Python.
• MS office and knowledge of visualization tools like Tableau & Power BI is preferred.

Responsibilities

• Gather and translate business requirements, analyze process and design solutions for service design and implementation programs with Gen AI and agentic plays.
• Support strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working, future-fit capabilities and process designs.
• Work as a BA, PO or functional consultant as part of service strategy, design and implementation.
• Help leaders in driving client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.
• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.
• Develop knowledge, prevailing GEN AI trends, agent framework, AI workflow automation, LLM Models, prompt engineering.
• Guide clients through the design and implementation of future‑fit value‑led service blueprints, enabling them to leverage cutting‑edge technology and AI.
• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
• Build strong client relationships, influencing decision‑making and guiding clients through digital transformation in service.

Job description

Join our team of GN SONG who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Explore an Exciting Career at Accenture! Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Global Network SONG practice. Within Accenture Global Network (GN Song), we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organisations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships.

THE WORK

Roles & Responsibilities

• Gather and translate business requirements, analyze process and design solutions for service design and implementation programs with Gen AI and agentic plays.
• Support strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working (next gen operating models), future-fit capabilities and process designs.
• Work as a BA, PO or functional consultant as part of service strategy, design and implementation.
• Help leaders in driving client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.
• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.
• Develop knowledge, prevailing GEN AI trends, agent framework, AI workflow automation, LLM Models, prompt engineering.
• Guide clients through the design and implementation of future‑fit value‑led service blueprints, enabling them to leverage cutting‑edge technology and AI.
• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
• Build strong client relationships, influencing decision‑making and guiding clients through digital transformation in service.
• Flexible: We are delivering our work mostly remotely but knowing that Global Network (GN SONG) way of working is also based on traveling and serving advisory, typically working closely with our Clients in their offices, willingness and ability to work at client’s locations mostly across Europe and Middle East, but also other locations, for short or long term is still required.

HERE’S WHAT YOU’LL NEED

• 6-9 years of experience with at least 3 years in Customer Service operations and Contact Center channels and In depth knowledge and know-how of Customer Service Strategy implementation, Conversational AI and agent enablement.
• Excellent analytical and problem-solving skills, with a data-driven mindset.
• Familiarity with project management methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills to engage effectively with clients and internal stakeholders.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.).
• Basic understanding of SQL, Python.
• MS office and knowledge of visualization tools like Tableau & Power BI is preferred.
• Ability to articulate and measure the business value of recommendations/plans/strategies and KPI improvements across value stream.
• Good to have techno functional experience on AWS, Google, Salesforce CRM, Microsoft Copilot, Cognigy, Cresta.
• Good to have hands‑on experience with AI‑native CX and conversational platforms such as Sierra, Cresta, Kore.ai, PolyAI, Uniphore, MavenAGI, and other emerging GenAI, voice, and agent‑assist platforms.
• Strong background in consulting and developing client‑centric solutions, combining the best of technology, AI, and data to address complex business challenges across customer experience and agent enablement.
• Demonstrated expertise in cross‑functional collaboration, working closely with technical teams (solution architects, Data & AI) and business teams to drive successful outcomes.
• Analytical mindset and problem‑solving skills, with the ability to identify opportunities for AI‑powered optimization in service processes.
• Experience in working with clients across multiple industries like Telco, S&P, Resources, Retail, Finance, Lifesciences, etc.

WHAT WE OFFER

• Permanent employment contract.
• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.
• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).
• Employee Assistance Program - legal, financial, and psychological consultations.
• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.
• Paid employee referral program.
• Private medical care, life insurance.
• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).
• Company car.
• Global Network is a part of Europe Strategy & Consulting practice, pulling together multinational and cross-cultural professionals based at key locations across Europe.
• No matter what business, no matter where in the world, our unrivaled industry and function experts help our Clients to shape the future creating clearly defined, measurable value.
• We are delivering on the promise of technology and human ingenuity.
• Our Poland part of GN Consulting Hub is located in Warsaw, Kraków, Wrocław, Łódź and Gdańsk.
• Your impact will be truly global as you will leverage an unmatched network of people, knowledge, tools and technologies and work alongside some of the best thinkers in the market.

WHAT WE BELIEVE

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change.

Inclusion and diversity are fundamental to our culture and core values.

Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference.

Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes, and that it is a data controller within the meaning of GDPR.

More information about Accenture (and if necessary also its representative) can be found here: https://www.accenture.com/pl-pl/privacy-policy

About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture