Senior Manager - AI/ML Computational Science for Customer Operations

AI/ML Computational Science Sr Manager

Skill required: Tech for Operations - Artificial Intelligence (AI)
Designation: AI/ML Computational Science Sr Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 years
Language - Ability:English(International) - Intermediate
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
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 Accenture’s 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. Role Description The Senior Manager – Techno-Functional Expert, Technical Delivery Lead (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. Preferred Qualifications • Bachelor’s 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,
What are we looking for? • Demonstrated experience as a delivery lead/program manager on large, multi-geography technology programs, managing budgets, risks, stakeholders, and governance at senior levels. • Strong grasp of data architecture, including customer data models, CDP concepts, data quality and governance in front-office environments. • Excellent stakeholder management, communication, and influencing skills, with proven ability to engage C-level and senior client executives in operations, marketing, sales, and customer experience. • Experience leading and developing high-performing, cross-functional teams in a global delivery or managed services context. • 12–16 years of overall experience in technology-led transformation, with significant exposure to customer operations/contact center, digital sales or marketing operations, and at least 4–6 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.
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.