Job Title: S&C GN - Data Science Senior 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 modeling.
• Expertise in LLM advancements, 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 enhancing 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 a Senior Manager in 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:

• Driving the strategy and execution of AI/ML initiatives to enhance customer interactions, automate responses, and improve self-service capabilities.
• Leading the development and deployment of scalable ML solutions for intent classification, sentiment analysis, and predictive analytics.
• Designing and implementing AI-driven customer segmentation and behavioral analysis frameworks for personalized recommendations and targeted engagement.
• Overseeing the optimization of conversational AI workflows by enhancing intent recognition, response generation, and real-time decision-making.
• Spearheading the analysis of large-scale customer interaction data to extract actionable insights and refine business strategies.
• Partnering with engineering, product, and marketing teams to integrate AI-driven solutions into enterprise 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.

Leadership & Business Impact:

• Leading multiple AI/ML-driven projects from conceptualization to deployment, ensuring alignment with business objectives and client needs.
• Engaging with senior stakeholders and C-suite executives to translate AI insights into actionable business strategies.
• Managing high-performing data science teams, mentoring talent, and fostering a culture of innovation and excellence.
• Driving business development efforts, including identifying new opportunities, leading client presentations, and contributing to proposals and thought leadership.
• Establishing and strengthening partnerships with key clients, ensuring long-term collaboration and success.
• Shaping the organization's AI roadmap by staying ahead of industry trends, evaluating emerging technologies, and driving continuous improvement.

This position is ideal for an experienced AI leader passionate about leveraging advanced analytics and machine learning to solve complex business problems and drive meaningful impact.

 

About Our Company | Accenture

Experience & Educational Qualification:

• PhD with 10+ years of relevant experience, OR
• Master’s degree with 12+ years of experience, OR
• Bachelor’s degree with 15+ years of experience

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

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