Role Summary
A strategic role focused on delivering GenAI-powered service reinvention and Agentic AI solutions within Accenture's SONG practice. You will work closely with clients to optimize customer engagement strategies and drive business growth through innovative AI implementations.
Job Description
As a Consultant in the Agentic AI practice, you will drive GenAI-powered service reinvention by designing and implementing modular AI agent solutions. You will translate complex business requirements into strategic roadmaps, leveraging LLMs to enhance customer service operations and contact center processes. Your role involves collaborating with solution architects and Data & AI teams to build scalable frameworks, performing prompt engineering, and establishing business value cases. You will guide clients through digital transformations, ensuring AI-driven innovation aligns with KPIs like productivity and CSAT.
Job Requirements
MBA from a Tier 1 institute with a focus on Customer Service, Strategy, or Technology.
Minimum 6-9 years of experience, including 3 years in Customer Service operations or Contact Centers.
Proven expertise in Generative AI, Conversational AI, and LLM frameworks (e.g., OpenAI, Claude, Llama).
Strong background in digital consulting, service experience design, and project management (Agile/Waterfall).
Technical proficiency in SQL, Python, and data visualization tools like Tableau or Power BI.
Exceptional analytical skills with a data-driven mindset for measuring business value and KPIs.
Excellent communication skills for influencing client decision-making and cross-functional collaboration.
Experience with platforms like AWS, Google, Salesforce CRM, or Microsoft Copilot is preferred.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
14 skills
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Required Skills
Generative AI
Agentic AI
Service Transformation
Digital Consulting
CX Strategy
Contact Center Operations
LLM
Prompt Engineering
SQL
Python
Agile
Tableau
Power BI
CRM
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