I&P- GN - SONG - Service - GEN AI - Consultant

Overview

Consultant responsible for designing, building and implementing GenAI-powered service reinvention and agentic AI solutions. The role focuses on service experience design, digital contact center processes and client transformation programs.

What you'll do

• Gather business requirements and design GenAI-enabled service solutions.
• Assess service capabilities and define GenAI reinvention roadmaps.
• Support service strategy, design and implementation as a BA, PO or functional consultant.
• Lead client discussions on LLMs and agentic capabilities.
• Collaborate with solution architects, Data & AI teams and platform SMEs.
• Develop service blueprints and AI workflow automation approaches.
• Build business cases linking GenAI innovations to productivity, revenue and CSAT.

What you'll need

• 6–9 years of experience, including at least 3 years in customer service operations and contact center channels.
• MBA from a Tier 1 institute focused on Customer Service, Strategy or Technology.
• Experience with customer service strategy implementation, conversational AI and agent enablement.
• Hands-on experience with agentic solutions, conceptual architecture, LLMs and GenAI frameworks.
• Basic understanding of SQL and Python.
• Strong analytical, problem-solving, communication and client engagement skills.
• Experience working with technical and business teams on complex consulting projects.

Nice to have

• Knowledge of Tableau and Power BI.
• Techno-functional experience with AWS, Google, Salesforce CRM, Microsoft Copilot, Cognigy or Cresta.
• Experience across industries such as telecommunications, retail, finance or life sciences.

Details

• Location: Bengaluru.