I&P - GN - SONG - AI & Data - Service - Decision Science - Manager

About the role

As a Decision Science Manager within the S&C GN Customer Service Analytics & Contact Center AI practice, you will manage enterprise AI transformation programs across strategy, solution design, RFP/RFI responses, SOW development, delivery execution and program management. You will drive business development, client engagement while delivering Agentic AI, Generative AI, Conversational AI and LLM-based solutions on GCP, Azure and AWS.

What you'll do

• Manage end-to-end Contact Centre AI workstreams from discovery and use-case definition through solution delivery, adoption, value tracking, and transition to operations
• Translate business challenges into prioritized AI use cases, requirements, roadmaps, business cases, and measurable improvements in containment, handle time, resolution
• Design and deliver scalable Agentic AI, Generative AI, LLM, Conversational AI, speech/text analytics, agent assist, automation, and knowledge solutions across cloud
• Develop consulting and commercial deliverables, including assessments, operating-model recommendations, RFP/RFI responses, proposals, SOW inputs, estimates
• Manage program governance across scope, schedule, budget, quality, resources, RAID, change, benefits, and status reporting; facilitate workshops and align business

What you need

• 10–18 yrs of experience
• LLMs
• GCP
• AWS
• Azure
• CI/CD
• Stakeholder management
• MBA or B.Tech or B.E. or M.Tech

Good to have

• Machine learning
• Microsoft Dynamics
• MLOps
• Test automation
• Salesforce
• Kubernetes