Job Summary: 
The Strategy & Consulting Global Network Song (S&C GN Song) practice works with clients across their marketing, sales and services and customer engagement functions. Our services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, enhancing revenue, improving customer satisfaction, and impacting front end business metrics in a positive manner. 

We are seeking a forward-thinking and technically astute Manager to drive business growth and deliver GenAI-powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem-solver with deep expertise in service experience design, modular AI agent design, and digital contact center processes. As a trusted advisor to senior stakeholders, you will lead the creation and deployment of intelligent, agentic capabilities across the service value chain. 

You will play a pivotal role in identifying automation opportunities, designing integrated agentic solutions using the latest LLMs and AI workflows and aligning them with clients’ platform ecosystems. You will also lead consultative solutioning, value case development, architect  next gen of intelligent, insight led and AI powered digital solutions- influencing stakeholders across business , data and technology. 

Roles & Responsibilities:  

• Bring a thought leadership lens to emerging technologies—translating GenAI trends, agentic workflows, and ecosystem capabilities into real-world, client-ready solutions. 

• Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape. 

• Lead strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working (next gen operating models), future-fit capabilities and process designs. 

• Envisioning and engaging in client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities. 

• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions. 

• Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI. 

• Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges. 

• Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc. 

• Champion the use of insights and intelligence to develop and solution Gen AI use cases and story telling strategy. 

• Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.