The Strategy & Consulting Gen AI Agentic Innovation Consultant - SONG (GN)

Accenture is a leading global professional services company with approximately 791,000 people serving clients in more than 120 countries. The role is within Accenture Strategy & Consulting’s Global Network SONG practice, which focuses on marketing, commerce & sales, and service functions, supporting transformative strategies that enhance business performance and customer experience. The Global Network part is a multinational, cross-cultural team based at key locations across Europe, including Poland cities Warsaw, Kraków, Wrocław, Łódź, and Gdańsk.

• 6-9 years of experience with at least 3 years in Customer Service operations and Contact Center channels
• In-depth knowledge 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 such as Agile and Waterfall
• Exceptional communication and interpersonal skills to engage effectively with clients and stakeholders
• Ability to work in high-paced, complex projects understanding industry-specific service processes
• Hands-on experience with Agentic solutioning, 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 and Power BI preferred
• Ability to articulate and measure business value of recommendations and KPI improvements
• Preferable techno-functional experience on AWS, Google Cloud, Salesforce CRM, Microsoft Copilot, Cognigy, Cresta
• Hands-on experience with AI-native CX and conversational platforms such as Sierra, Cresta, Kore.ai, PolyAI, Uniphore, MavenAGI
• Strong consulting background developing client-centric solutions combining technology, AI, and data
• Experience in cross-functional collaboration with technical and business teams
• Experience working with clients across industries like Telco, S&P, Resources, Retail, Finance, Lifesciences

• Gather and translate business requirements, analyze processes 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, next-gen operating models, and process designs
• Act as a Business Analyst, Product Owner or functional consultant as part of service strategy, design and implementation
• Help leaders drive client conversations on leveraging large language models and their agentic capabilities to build business opportunities
• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement scalable solutions
• Develop knowledge of Gen AI trends, agent framework, AI workflow automation, LLM Models, and prompt engineering
• Guide clients through design and implementation of future-fit service blueprints leveraging cutting-edge technology and AI
• Establish business value cases linking Gen AI digital innovation to KPIs such as productivity, revenue, and customer satisfaction
• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service

The role mostly delivers work remotely but requires willingness and ability to travel to clients' offices across Europe, the Middle East, and other locations for short or long term assignments. Accenture practices equal opportunity employment and complies with non-discrimination laws including those in Poland. Candidates provide consent for personal data processing under GDPR for recruitment purposes.