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

Accenture Poland; Warszawa; Remote; PLN 310,000 - 460,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Company car

Employee share plan

Training package

Coach sessions

EAP

Job summary

Accenture Poland is seeking a Manager to drive GenAI-powered service reinvention, leading agentic design and transformation initiatives across client service value chains.

You will engage senior stakeholders, orchestrate cross-functional teams, and shape implementation roadmaps that translate AI capabilities into measurable business outcomes.

Qualifications

• 7-13 years of experience in Contact Center channels, leading Customer Service assessment/benchmarking and in-depth knowledge of Customer Service Strategy implementation.
• Hands-on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Cresta, Sierra, MavenAGI, OpenAI, Anthropic, Llama, Vertex).
• Proven experience in creating and executing GenAI-led service transformation strategies, with a focus on leveraging platform Gen AI capabilities.
• In-depth knowledge of platform technology stack, including agentic AI solutions, to drive future-ready marketing organization strategies.
• Manage C-Suite and identify and drive new business in Generative AI engagements.
• Strong background in consulting and developing client-centric solutions across customer experience and agent enablement.

Responsibilities

• Bring a thought leadership lens to GenAI trends and translate agentic workflows into client-ready solutions.
• Lead the development of transformation strategies by integrating GenAI and agentic solutions into the client service landscape.
• Define GenAI-led reinvention roadmaps, operating models, and future-fit capabilities.
• Engage in client conversations on leveraging LLMs and agentic capabilities to strengthen relationships and create opportunities.
• Collaborate with solution architects, Data & AI teams, and platform SMEs to design scalable solutions.
• Guide clients through design and implementation of value-led service blueprints leveraging AI technologies.
• Drive consultative selling and engagement to bring platform GenAI solutions to life.

Skills

GenAI experience

Agentic design

Consultative selling

Stakeholder management

LLMs expertise

Service design

Tools

Claude

OpenAI

Anthropic

Vertex

Job description

We are seeking a forward-thinking and technically astute Manager to drive business growth and deliver GenAI‑powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem‑solver with deep expertise in service experience design, modular AI agent design, and digital contact centre processes. As a trusted advisor to senior stakeholders, you will lead the creation and deployment of intelligent, agentic capabilities across the service value chain.

You will play a pivotal role in identifying automation opportunities, designing integrated agentic solutions using the latest LLMs and AI workflows and aligning them with clients’ platform ecosystems. You will also lead consultative solutioning, value case development, architect next gen of intelligent, insight‑led and AI powered digital solutions—influencing stakeholders across business, data and technology.

Roles & Responsibilities

• Bring a thought leadership lens to emerging technologies—translating GenAI trends, agentic workflows, and ecosystem capabilities into real‑world, client‑ready solutions.
• Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape.
• Lead 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.
• Envisioning and engaging in 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.
• Guide clients through the design and implementation of future‑fit value‑led service blueprints, enabling them to leverage cutting‑edge technology and AI.
• Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges.
• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
• Champion the use of insights and intelligence to develop and solution Gen AI use cases and storytelling strategy.
• Build strong client relationships, influencing decision‑making and guiding clients through digital transformation in service.

HERE’S WHAT YOU’LL NEED

• 7-13 years of experience Contact Center channels, leading Customer Service assessment/benchmarking and in‑depth knowledge and know‑how of Customer Service Strategy implementation.
• Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Cresta, Sierra, MavenAGI, Open AI, Anthropic, Llama, Vertex etc.).
• Proven experience in creating and executing GenAI‑led service transformation strategies, with a focus on leveraging platform Gen AI capabilities.
• In‑depth knowledge of platform technology stack, including agentic AI solutions, to drive future‑ready marketing organization strategies.
• Manage C Suite and identify and drive new business in Generative AI engagements.
• 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.
• Experience in consultative selling, working directly with clients to design, propose, and deliver transformation roadmaps that leverage AI technologies.
• Solid understanding of change management methodologies, including the ability to lead clients through upskilling, transformation, and technology adoption.
• 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.

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.

Global Network

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.