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

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.