GN - SONG - ACE - CX Gen AI - Senior Manager



Software Engineering, Data Science
Redmond, WA, USA
Posted on Friday, June 14, 2024

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.

Your experience counts!

  • MBA from a tier 1 institute
  • 8+ years of experience with Natural Language Processing (NLP) and Large Language Models (LLM)
  • 8+ years of experience building and maintaining scalable API solutions
  • 8+ years of experience designing solutions to address client requirements
  • Creative thinker who has proven ability to innovate through data exploration and application of solutions

What’s in it for you?

  • An opportunity to work on transformative projects with key G2000 clients
  • Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
  • Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
  • Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
  • Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

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