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The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions.



As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

We are seeking a recent graduate to join our Conversational AI Customer Services team as an Analyst. This role provides an opportunity to work at the intersection of customer experience, artificial intelligence, and language technologies.

The Analyst will help design, test, monitor, improve, and support AI-powered customer interactions across voice and digital channels. The ideal candidate is passionate about technology, curious about customer behavior, and interested in how conversational systems can create better customer experiences.

This position offers hands-on exposure to modern AI technologies including conversational AI platforms, voice automation, natural language processing (NLP), speech technologies, large language models (LLMs), prompt engineering, and customer experience analytics.

Key Responsibilities

Conversational AI Operations

- Support the configuration, testing,



and optimization of conversational AI solutions.

- Review customer interactions and identify opportunities to improve conversation quality and containment rates.

- Assist in maintaining conversational flows, intents, prompts, and knowledge content.

- Monitor AI performance metrics and customer experience outcomes.

Customer Experience Analysis

- Analyze customer conversations across voice and digital channels.

- Identify recurring customer issues, intents, and interaction patterns.

- Document findings and recommend improvements to customer journeys.

- Support continuous improvement initiatives focused on customer satisfaction and operational efficiency.

Quality Assurance & Testing

- Execute functional, regression, and user acceptance testing activities.

- Support continuous improvement initiatives focused on customer satisfaction and operational efficiency.

- Report defects and support troubleshooting activities with technical teams.

- Participate in testing new features and enhancements before production deployment.

Data & Reporting

- Create reports and dashboards to track performance indicators.

- Analyze conversation data and customer feedback.

- Support root cause analysis for unsuccessful customer interactions.

- Maintain documentation and knowledge repositories.

Collaboration

- Work with engineering, customer service, product, and business teams.

- Participate in workshops, requirements gathering sessions, and design discussions.

- Support deployment and adoption of AI-powered customer engagement solutions.

Job Location: Mexico City or Monterrey

📌 Conversational AI Customer Services Analyst - Mexico (Ciudad de México)
🏢 Accenture
📍 Ciudad de México