Anshul Tyagi

About Anshul Tyagi

Anshul is a contact center and customer experience transformation professional with deep expertise in CCaaS‑led and GenAI‑driven modernization programs. Currently a Management Consulting Manager in Accenture’s Strategy; & Consulting practice, he works at the intersection of business development, solution architecture, and delivery leadership, partnering with senior business and technology stakeholders to shape, sell, and deliver future‑ready CX programs across Utilities, FinTech, Public Services, and commercial industries. His experience includes supporting and winning multi‑million‑dollar CCaaS and contact center transformation deals, as well as leading end‑to‑end delivery by managing teams of 15+ Design and Build resources across complex, multi‑vendor engagements.

Experience

1. Management Consulting Manager

   Accenture Strategy & Consulting

   Dec 2023 — Present · Gurugram, IN

   Business Development & RFP: Leads and contributes to RFPs, proposals, estimations, and solution narratives for large‑scale CCaaS transformations, translating complex business challenges into value‑driven CX roadmaps in collaboration with sales leadership and alliance partners.AI‑Led Contact Center Transformation & Project Delivery: Drives end‑to‑end delivery of AI and GenAI‑enabled contact center programs, acting as Design and Build Lead for capabilities such as virtual agents, agent assist, intelligent routing, analytics, and automation. Owns solution delivery from architecture through implementation, ensuring GenAI initiatives translate into measurable CX and operational outcomes.Solution Architecture & Technology Leadership: Owns end‑to‑end solution architecture across CCaaS platforms, omnichannel CX, and enterprise integrations, including leading migrations from legacy platforms (Avaya, Cisco) to modern cloud solutions such as NICE CXone.Stakeholder Management & Delivery Governance: Acts as a trusted advisor to senior stakeholders, managing complex, multi‑vendor environments while overseeing delivery governance, risk management, escalations, and consistent client satisfaction across distributed teams.Hiring, Talent Strategy & Practice Growth: Actively involved in hiring top consulting and technology talent, building high‑impact teams, and strengthening CCaaS and GenAI capabilities to support practice growth, scalability, and long‑term sustainability.People Leadership & Career Mentorship: Direct people manager with responsibility for team performance and growth, acting as a career counsellor for 7 professionals, supporting their skill development, career planning, and long‑term progression.Industry Experience: Delivered CX and contact center transformations across Utilities, FinTech, Public Services, Travel & Hospitality, and OEM ecosystems, combining a strong customer‑centric mindset with execution rigor and future‑focused thinking.

Education

• Guru Gobind Singh Indraprastha University

  Bachelor of Technology (B.Tech.), Electronics and Communications Engineering

  2009 — 2013

Skills

• Unified Communications
• Customer Service Management
• Avaya Call Management System
• Nice Call Recording
• Avaya Ip Telephony
• Avaya Aes
• Customer Relations
• Avaya Session Manager
• Telecommunications
• Sip
• Avaya
• Technical Support
• Avaya Communication Manager
• Voice Engineer
• Systems Engineering
• Voip