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#ACN I&P - GN - SONG - AI & Data - Service - Decision Science - Senior Manager
Full-time
Job Title – Decision Science Senior Manager – S&C GN
Management Level
06 – Senior Manager
Location
Bengaluru | Gurugram | Mumbai | Kolkata | Pune | Chennai | Hyderabad
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
Job Summary
As a Decision Science Senior Manager within the S&C GN Customer Service Analytics & Contact Center AI practice, you will lead 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 and stakeholder management while delivering Agentic AI, Generative AI, Conversational AI and LLM-based solutions on GCP, Azure and AWS.
Roles & Responsibilities
Lead end-to-end Contact Centre AI transformations from opportunity shaping and discovery through solution delivery, adoption, value realization, and transition to operations.
Convert business challenges into prioritized AI use cases, roadmaps, business cases, and measurable improvements in containment, handle time, resolution, quality, customer satisfaction, and cost to serve.
Shape scalable Agentic AI, Generative AI, LLM, Conversational AI, analytics, agent assist, automation, and knowledge solutions across cloud, data, integration, security, observability, and responsible AI.
Own consulting and commercial deliverables, including assessments, operating models, RFP/RFI responses, proposals, SOWs, estimates, staffing, timelines, commercials, risks, and acceptance criteria.
Direct program governance across scope, budget, quality, resources, RAID, change, benefits, and executive reporting; lead workshops and align senior business and technology stakeholders.
Build and lead multidisciplinary teams of 10+; coach talent, assure deliverable quality, and drive account growth through opportunities, demonstrations, reusable offerings, and thought leadership.
Professional & Technical Skills
Must Have Skills
15+ years of experience, including 10+ years in Data & AI, analytics, consulting, or contact centre transformation, with ownership of complex enterprise programs.
Proven delivery experience across Agentic AI, Generative AI, LLMs, Conversational AI, machine learning, speech/text analytics, and Contact Centre AI capabilities.
Strong knowledge of LLM patterns, including prompting, agent/tool orchestration, RAG, vector search, grounding, guardrails, human review, evaluation, and monitoring.
Expertise in at least one of GCP, Azure, or AWS, with enterprise data, API/integration, security, governance, privacy, scalability, and observability knowledge.
Strong consulting and commercial skills across discovery, prioritization, business cases, roadmaps, architecture, executive recommendations, RFP/RFI responses, and SOWs.
Proven program, team, and stakeholder leadership covering Agile/hybrid delivery, financials, resourcing, governance, risk, quality, change, responsible AI, coaching, and practice growth.
Good to Have Skills
Experience with CCaaS/customer-service platforms and contact centre technologies such as Genesys, Amazon Connect, NICE, Five9, Salesforce, Microsoft Dynamics, IVR, routing, and workforce or quality management.
Knowledge of MLOps/LLMOps, CI/CD, containerization, Kubernetes, observability, and leading cloud AI, agent, and data platforms.
Exposure to conversational UX, AI-enabled knowledge management, relevant certifications, and development of reusable assets or go-to-market offerings.
