Techno Functional Customer Operations (NGCO)

What would you do? Technology for Operations Customer Operations (NGCO) is dedicated to delivering exceptional, end-to-end customer experiences across every interaction point. This domain combines advanced digital technologies, analytics, and automation with human expertise to transform front-office operations such as sales, marketing, and customer support. Leveraging Accentures SynOps platform and a Human + Machine approach, NGCO enables predictive, contextual, and proactive care, unified digital experiences, and scalable, cloud-powered solutions. The focus is on driving customer delight, improving loyalty, and accelerating revenue growth through innovative, tech-embedded services and agile delivery models.

Senior Manager Customer Operations AI Delivery (CL6) will lead large-scale, AI and ML- enabled transformation programs within Technology for Operations Customer Operations (NGCO), focusing on building intelligent, data-driven customer experience solutions. The role combines deep Python, AI, and ML engineering capability with strong understanding of customer operations across sales, marketing, and service to design and deliver scalable, cloud-enabled digital customer platforms. Acting as the key bridge between business stakeholders, Operations leadership, and technology teams, this role owns solution architecture, delivery governance, and value realization in alignment with Accenture Operations 360 value ambition.

Ideal Candidate Profile

The ideal candidate is a seasoned delivery leader who blends deep customer operations domain knowledge with strong AI/ML and Python engineering skills, and who has successfully delivered complex NGCO or front-office transformation programs at scale. This person is comfortable operating from strategy through execution, can influence senior stakeholders, and is passionate about using Human + Machine models to deliver predictive, personalized, and frictionless customer experiences that drive loyalty and revenue growth

What are we looking for? 1216 years of overall experience in technology-led transformation, with significant exposure to customer operations/contact center, digital sales or marketing operations, and at least 46 years leading AI/ML or advanced analytics initiatives.

Strong techno-functional profile with:

Advanced Python development skills for data engineering, feature engineering, and ML model development and deployment.

Hands-on experience with ML frameworks and libraries such as scikit-learn, TensorFlow or PyTorch, including supervised/unsupervised learning, NLP, recommendation systems, and time-series forecasting.

Proven experience taking AI/ML models from prototype to production in enterprise environments.

Deep understanding of customer operations processes and KPIs across sales, marketing, and customer service (lead management, campaigns, case management, omnichannel service, retention, loyalty).

Experience working with or integrating to leading CRM and customer platforms (for example Salesforce, Microsoft Dynamics 365, SAP CX, or equivalent), contact center platforms, and marketing automation tools.

Demonstrated experience as a delivery lead/program manager on large, multi-geography technology programs, managing budgets, risks

Bachelors degree in Engineering, Computer Science, Data Science, or related field; postgraduate qualification (MBA or specialization in Marketing, Operations, or Analytics) is an advantage.

Certifications or formal training in AI/ML, data science, or analytics, and familiarity with MLOps practices on cloud platforms (AWS, Azure, or GCP).

Exposure to GenAI/LLM use cases in customer operations, such as virtual agents, agent assist copilots, knowledge search, auto-summarization of interactions, and AI-powered content generation.

Experience with journey analytics, process mining or task mining tools applied to customer operations and contact centers.

Background working in or with Accenture Operations or similar global operations/managed services environments.

Knowledge of industry-specific customer operations (for example telecom, banking, retail, utilities) and relevant regulatory considerations around customer data and communications.

Roles and Responsibilities: Lead end-to-end delivery of AI/ML-enabled NGCO programs that transform front-office operations across sales, marketing, and customer support, enabling predictive, contextual, and proactive customer engagement.

Translate client business objectives (customer satisfaction, NPS, first-contact resolution, revenue growth, churn reduction) into concrete AI/ML use cases and technical architectures built primarily in Python.

Design and oversee development of machine learning models for churn prediction, next-best-action/offer, lead and opportunity scoring, customer segmentation, sentiment and intent analysis, demand forecasting, and service workload prediction.

Enable unified, omnichannel customer journeys by integrating AI models with CRM, contact center, marketing automation, and digital experience platforms, leveraging cloud-native and API-first architectures.

Lead multi-disciplinary teams (data scientists, ML engineers, Python developers, solution architects, NGCO functional SMEs, and automation experts) using agile delivery practices to ensure quality, timeliness, and cost adherence.

Establish delivery governance covering scope, risk, quality, SLAs, and model performance, and drive continuous improvement through monitoring, retraining, and feedback loops.

Work closely with Accenture Operations and client leadership to shape multi-year NGCO and AI transformation roadmaps, aligned to SynOps and Human + Machine operating models.

Drive innovation by identifying and incubating new AI, ML, and GenAI use cases for customer operations, contributing to reusable assets, accelerators, and reference architectures for Technology for Operations Customer Operations.

Ensure solutions comply with responsible AI principles, customer data privacy, regulatory requirements, and security standards across all channels and geographies.

Support sales and solutioning cycles through POVs, demos, estimations, and thought leadership, and represent NGCO AI capabilities in client workshops and senior stakeholder forums.