I&P - GN - SONG - AI & Data - Service - Decision Science - Manager

Job Summary

As a Decision Science Manager within the S&C GN Customer Service Analytics & Contact Center AI practice, you will manage enterprise AI transformation programs across strategy, solution design, RFP/RFI responses, SOW development, delivery execution and program management. You will drive business development, client engagement while delivering Agentic AI, Generative AI, Conversational AI and LLM-based solutions on GCP, Azure and AWS.

Roles & Responsibilities

·       Manage end-to-end Contact Centre AI workstreams from discovery and use-case definition through solution delivery, adoption, value tracking, and transition to operations.

·       Translate business challenges into prioritized AI use cases, requirements, roadmaps, business cases, and measurable improvements in containment, handle time, resolution, quality, customer satisfaction, and cost to serve.

·       Design and deliver scalable Agentic AI, Generative AI, LLM, Conversational AI, speech/text analytics, agent assist, automation, and knowledge solutions across cloud, data, integration, security, observability, and responsible AI.

·       Develop consulting and commercial deliverables, including assessments, operating-model recommendations, RFP/RFI responses, proposals, SOW inputs, estimates, staffing plans, timelines, risks, dependencies, and acceptance criteria.

·       Manage program governance across scope, schedule, budget, quality, resources, RAID, change, benefits, and status reporting; facilitate workshops and align business, technology, data, security, and operations stakeholders.

·       Guide cloud AI implementation across GCP, Azure, or AWS and work with architecture and engineering teams on integration, testing, release readiness, performance, security, monitoring, and production support.

·       Lead and coach multidisciplinary teams of 4+ consultants, data scientists, engineers, and delivery professionals; plan work, review deliverables, resolve issues, and maintain quality and client satisfaction.

·       Support account and practice growth by identifying opportunities, shaping demonstrations, contributing to pursuits, and developing reusable assets, accelerators, case studies, and thought leadership.

Must Have Skills: Agentic AI, Generative AI, LLMs, Contact Centre AI, GCP/Azure/AWS, Data Science, Consulting, RFP/RFI, SOW, Program Delivery
Good to Have Skills: UI/UX, CI/CD, DevOps, Enterprise AI Solution Delivery
Experience: 10+ years overall; 6+ years in Data & AI, Contact Centre AI and Consulting
Educational Qualification: B.Tech/BE or M.Tech/ME or MBA or equivalent

Professional & Technical Skills

Must Have Skills

·       10+ years of overall experience, including 6+ years in Data & AI, analytics, consulting, or contact centre transformation, with responsibility for enterprise workstreams, deliverables, teams, and client outcomes.

·       Proven delivery experience across Agentic AI, Generative AI, LLMs, Conversational AI, machine learning, speech/text analytics, agent assist, automation, and Contact Centre AI capabilities.

·       Strong understanding of LLM solution patterns, including prompting, agent and tool orchestration, RAG, vector search, grounding, guardrails, human review, evaluation, monitoring, and responsible AI controls.

·       Hands-on expertise in at least one of GCP, Azure, or AWS, with working knowledge of enterprise data platforms, APIs and integration, identity and security, privacy, scalability, resilience, and observability.

·       Strong consulting skills across discovery, requirements, use-case prioritization, business cases, roadmaps, solution design, executive presentations, RFP/RFI responses, proposal development, estimates, and SOW inputs.

·       Demonstrated delivery, team, and stakeholder management covering Agile or hybrid methods, planning, financial tracking, resourcing, governance, risk, quality, change, client communication, coaching, and issue resolution.

Good to Have Skills

·       Experience with CCaaS and customer-service platforms or technologies such as Genesys, Amazon Connect, NICE, Five9, Salesforce, Microsoft Dynamics, IVR, routing, workforce management, and quality management.

·       Knowledge of MLOps/LLMOps, CI/CD, DevOps, containerization, Kubernetes, automated testing, model and prompt lifecycle management, and leading cloud AI, agent, and data platforms.

·       Exposure to conversational UX, AI-enabled knowledge management, relevant cloud or AI certifications, and development of reusable assets, accelerators, demonstrations, or go-to-market offerings.

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 

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