S&C Global Network - AI - Song - CCAI- Analyst

Job Title -  S&C GN  - Data Science Manager

Location: Bengaluru, Gurugram, Mumbai, Kolkata, Pune, Chennai, Hyderabad

Must have skills: Machine Learning, Deep Learning, Gen AI, NLP, Python, R, AI, SQL

Good to have skills:

• Experience in Graph Neural Networks (GNNs) for complex relational data modelling.
• Expertise in LLM Optimization, including fine-tuning, prompt engineering, and efficient deployment of Large Language Models.
• A track record of scientific publications or intellectual property generation demonstrating expertise in AI and data science.

We are an innovative Data Science team specializing in the Contact Center domain, dedicated to transforming customer interactions through data-driven intelligence. As part of the Marketing Analytics team, we focus on optimizing contact center operations by leveraging machine learning, natural language processing (NLP), and advanced analytics.

Our work involves analyzing customer conversations, predicting user behavior, and enhancing self-service capabilities to reduce call transfers and improve satisfaction. We build conversational AI models, real-time recommendation systems, and predictive analytics solutions that drive meaningful business impact. By integrating AI-driven insights with marketing strategies, we enable proactive customer engagement, personalized experiences, and operational efficiencies across various touchpoints.

If you're passionate about applying data science to solve real-world customer experience challenges, this is the team for you!

Professional & Technical Skills:

As part of our Data Science team, you will play a key role in leveraging Generative AI and Machine Learning to enhance customer experiences and optimize contact center operations. Your responsibilities will include:

• Developing and fine-tuning Generative AI models to improve customer interactions, automate responses, and enhance self-service capabilities.
• Building and deploying ML models for various use cases, including intent classification, sentiment analysis, and predictive analytics.
• Customer segmentation and behavioral analysis to identify patterns, personalize recommendations, and drive targeted engagement strategies.
• Optimizing conversational AI workflows by improving intent recognition, response generation, and real-time decision-making.
• Analyzing large-scale customer interaction data to extract actionable insights and refine business strategies.
• Collaborating with cross-functional teams including engineering, product, and marketing to integrate AI-driven solutions into existing platforms.

This role offers the opportunity to work on cutting-edge AI and data science techniques, driving real-world impact in the contact center space.

As a manager, you will play a crucial role in stakeholder engagement, client communication, and business development. You will be responsible for translating complex AI/ML insights into actionable business strategies and presenting them to senior leadership and clients. Your role will involve collaborating with cross-functional teams, understanding client pain points, and driving data-driven solutions. Additionally, you will lead client presentations, proposal development, and business growth initiatives, ensuring seamless execution of AI/ML projects while identifying new opportunities for innovation and expansion. Strong interpersonal and negotiation skills will be key to driving successful partnerships and long-term business impact.

 

About Our Company | Accenture

Experience & Educational Qualification:

• PhD with 6+ years of relevant experience, OR
• Master’s degree with 8+ years of experience, OR
• Bachelor’s degree with 11+ years of experience

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 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.