GN – SONG – Service – CX – Gen AI – Senior Manager Full-time

The Strategy & Consulting Global Network Song Practice | Generative AI Lead

Join our team of SONG – Customer Service consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: Global Network, SONG I Areas of Work: Generative AI in Customer Service | Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 10+ years

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.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you are expected to –

• Define, enhance, and execute Gen AI (GAI) strategy and impact roadmap along with complementary innovation efforts & partnerships
• Create a virtuous cycle by monitoring the latest industry and technology trends from the global GAI ecosystem and keep enhancing the strategy & execution
• Set and execute in accordance with this strategy the innovation and partnerships roadmaps covering client requirements and gaps
• Evaluate and select appropriate AI tools and machine learning models for tasks, as well as building and training working versions of those models using Python and other open-source technologies
• Work across client teams to develop and architect Generative AI solutions using NLU, ML, and GenAI
• Accelerate the delivery of GAI use cases in collaboration with the other AI teams to deliver the highest business impact use cases.
• Enable our GAI solutions to be built and deployed in a responsible and sustainable manner.

The profile requires both technical and functional experience on Customer Service Domain

• Extensive customer experience and operational excellence
• Having executed similar projects is mandatory

Bring your best skills forward to excel at the role:

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Lead and perform exploratory data analysis to discover interesting trends and relationships

Read about us.

• Blogs

The Strategy & Consulting Global Network Song Practice | Generative AI Lead

Join our team of SONG – Customer Service consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: Global Network, SONG I Areas of Work: Generative AI in Customer Service | Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 10+ years

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.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you are expected to –

• Define, enhance, and execute Gen AI (GAI) strategy and impact roadmap along with complementary innovation efforts & partnerships
• Create a virtuous cycle by monitoring the latest industry and technology trends from the global GAI ecosystem and keep enhancing the strategy & execution
• Set and execute in accordance with this strategy the innovation and partnerships roadmaps covering client requirements and gaps
• Evaluate and select appropriate AI tools and machine learning models for tasks, as well as building and training working versions of those models using Python and other open-source technologies
• Work across client teams to develop and architect Generative AI solutions using NLU, ML, and GenAI
• Accelerate the delivery of GAI use cases in collaboration with the other AI teams to deliver the highest business impact use cases.
• Enable our GAI solutions to be built and deployed in a responsible and sustainable manner.

The profile requires both technical and functional experience on Customer Service Domain

• Extensive customer experience and operational excellence
• Having executed similar projects is mandatory

Bring your best skills forward to excel at the role:

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Lead and perform exploratory data analysis to discover interesting trends and relationships

Read about us.

• Blogs

About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services-creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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.
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