Customer Experience & Contact Platform Architect - Manager

Customer Experience & Contact Platform Architect - Manager

Location: London, Manchester, Edinburgh – CL7

Responsibilities

• 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.
• Work with leading organisations across multiple industries, contributing to large‑scale customer and platform transformations.
• Support clients in defining a customer‑first mindset, reshaping their business and operating models.
• Transform customer journeys and service interactions using data, CCaaS platforms and AI to create seamless and consistent experiences.
• Reinvent the customer service ecosystem by improving how products, services and channels work together.
• Learn and apply emerging trends in customer data, AI and experience design, using these insights to help organisations maximise value from customer interactions.
• Shape and deliver transformational customer platform solutions for clients seeking deeper understanding of how customers engage with their products and services.
• Continue to build practitioner skills in areas such as GenAI, human‑centred design and modern service architecture.
• Support the integration of cloud‑based customer and CCaaS platforms (e.g., Microsoft Dynamics Contact Centre, Amazon Connect, Genesys Cloud CX, Google CCaaS/CES).
• Collaborate with colleagues across Accenture’s global network, learning from specialists who share a passion for customer experience, platforms and AI.
• Contribute to practice growth by helping shape offerings and strategic direction across CCaaS and AI‑enabled customer platforms.
• Lead multi‑disciplinary teams to understand client requirements and shape CCaaS and AI focused transformation programmes.
• Lead the design of CCaaS and AI solutions across platforms such as Amazon Connect, Genesys Cloud CX, Google CCaaS/CES or Microsoft Dynamics Contact Centre, including hands‑on build or overseeing delivery teams.
• Collaborate across Accenture to share knowledge, build reusable assets and strengthen our CCaaS and AI capability.
• Shape the strategic direction of CCaaS and AI transformation programmes through deep expertise in enterprise platforms and architectures.
• Mentor and develop future leaders, fostering a culture of performance, inclusion and continuous improvement.

Qualifications

• Design and hands‑on expertise with at least one major CCaaS platform (e.g., Amazon Connect, Genesys Cloud CX, Google CCaaS/CES or Microsoft Dynamics Contact Centre).
• Experience solutioning integrations between CCaaS platforms and AI services, automation tools, or adjacent customer systems through hands‑on design and build.
• Strong analytical skills and the ability to translate business and technical requirements into platform designs or customer journeys.
• Ability to design technical solutions or customer journeys across hyperscalers and modern customer platforms.
• Strong communication skills.
• Relevant certifications from organisations such as Amazon, Genesys, Google or Microsoft.
• Extensive experience in CCaaS and AI‑enabled service technology gained through hands‑on design and build work.
• Experience architecting and building advanced features in platforms such as Google CCaaS/CES, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics Contact Centre, especially where AI capabilities are involved.
• Practical designing or building AI agents or conversational AI solutions using tools such as Co‑Pilot Studio, Sierra or ElevenLabs.
• Strong understanding of customer engagement and service technologies from a design/build perspective.
• Track record of contributing to or leading multi‑platform CCaaS and AI architecture teams and delivery squads.

Benefits

• Competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits.
• 30 days of annual leave plus 3 extra volunteering days per year.
• Family‑friendly and flexible work policies.
• Attractive pension plan with financial wellbeing support and resources.
• Private health insurance plan and mental wellbeing support.
• Employee Assistance Programme, career development and counselling.
• Generous parental leave offerings.
• Flexibility and mobility are required; travel onsite with clients and partners will be part of the role.

Equal Employment Opportunity Statement

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.