The Strategy & Consulting Global Network SONG Practice | AGENTIC AI
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Job Title - Gen AI Agentic Innovation
Must have skills: Generative AI
Good to have skills: in service transformation, digital consulting, or GenAI strategy agentic AI, Contact center experience, CX Strategy & Design
Experience: Minimum 6-9 years of experience is required
Job Summary:
The Strategy & Consulting Global Network Song (S&C GN Song) practice works with clients across their marketing, sales and services and customer engagement functions. Our services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, enhancing revenue, improving customer satisfaction, and impacting front end business metrics in a positive manner.
We are seeking a forward-thinking and technically astute Consultant to support 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 center processes.
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 the team You will drive the following:
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.
Professional & Technical Skills:
MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
6-9 years of experience with at least 3 years in Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking 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
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.
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Kuala Lumpur
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