Customer Experience and Contact Platform Associate Manager

AI Delivery Tech Lead, Song Service

CL8

London, Manchester, Edinburgh

We are Accenture Song, the world's largest tech-powered creative group. For us, customer experience is not an add-on; it's foundational to who we are and how we empower our clients. As the world's largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people's lives better, more productive, and more meaningful.

As an AI Delivery Tech Lead in Accenture Song Service, you will play a key role in delivering AI systems at enterprise scale; contributing to and supporting the delivery of transformational customer platform solutions that take agentic products from prototype to production.

Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.

Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most.

If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

As a team

The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work.

We focus on:

• Reinventing customer service across physical, digital/app-based and AI-powered channels
• Data-driven transformation across service to reduce cost and drive growth
• Designing future-ready service models, enabled by platforms, data and automation
• Embedding GenAI, intelligent automation and decisioning into customer service journeys and operations
• Supporting clients to define a customer-first mindset, helping them shape their business and operating models
• Delivering measurable business outcomes, not just great experiences

We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption.

What you'll do

Architect and build agentic experiences to production

• Work in a technical capacity contributing through hands-on CCaaS/AI design and build to deliver customer experience and contact platforms at scale
• Be at the forefront of CCaaS and AI innovation, helping clients build connected, always-on service models for their customers
• Transform customer journeys and service interactions using data, CCaaS platforms and AI to create seamless and consistent experiences
• Contribute to building and delivery of RAG pipelines, multi-agent orchestration and eval frameworks for enterprise-scale AI deployments

Be a technical advisor

• Support client teams on AI architecture decisions, platform selection and build vs buy trade-offs
• Define technical delivery approaches and infrastructure strategies
• Engage credibly with client technical teams at Manager/Lead level
• Translate complex technical constraints into clear strategic recommendations

Deliver at scale

• Contribute to delivering transformational customer platform solutions for clients who want deeper understanding of how customers engage with their products and services
• Contribute to engineering teams across complex, multi-system agentic programmes
• Contribute to technical standards, quality frameworks and architecture governance
• Ensure systems are designed for scalability, observability and compliance
• Collaborate closely with Forward Deployed Engineers, Experience Designers and Strategy leads

Grow people, capability and the practice

• Support more junior engineers and develop technical capability within the practice
• Contribute to sales, propositions and go-to-market activity
• Contribute to thought leadership on production AI engineering and agentic delivery