At a Glance
- Tasks: Lead innovative CCaaS and AI projects to transform customer experiences.
- Company: Accenture, a global leader in professional services with a culture of innovation.
- Benefits: Competitive salary, flexible work policies, generous leave, and health benefits.
- Other info: Opportunities for career development and mentoring future leaders.
- Why this job: Join a dynamic team shaping the future of customer service with cutting-edge technology.
- Qualifications: Experience with CCaaS platforms and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.
Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – both B2B and B2C. The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front‑office.
As part of the Service team, you will:
- 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 and 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, and use these insights to help organisations maximise value from customer interactions
- Shape and deliver transformational customer platform solutions for clients who want 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 (for example Microsoft Dynamics Contact Centre, Amazon Connect, Genesys Cloud CX, or 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
As a Customer Experience & Contact Platform Architect – Manager, you will:
- 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; this may involve hands‑on build or overseeing delivery teams, and includes supporting integration with AI platforms like Sierra and ElevenLabs
- Collaborate across Accenture to share knowledge, build reusable assets and strengthen our CCaaS and AI capability
- Apply deep understanding of enterprise platforms and architectures, staying current with emerging CCaaS and AI trends and guiding teams on optimal design
- Shape the strategic direction of CCaaS and AI transformation programmes, either through deep expertise in enterprise platforms and architectures
- Mentor and develop future leaders, fostering a culture of performance, inclusion and continuous improvement
We are seeking candidates with the following skills and experience:
- 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/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
Set yourself apart:
- 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
- Ability to demonstrate CCaaS and AI solutions you’ve contributed to through direct technical build (flows, routing, integrations, etc.)
- 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
What’s in it for you:
Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:
- 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice
- Family‑friendly and flexible work policies
- Attractive pension plan with financial wellbeing support and resources
- Private healthcare insurance plan and Mental Wellbeing support
- Employee Assistance Programme, Career Development and Counselling
- A range of generous Parental Leave offerings
Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for. Please note that with all our roles, you should expect some in‑person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs. 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.
Customer Experience & Contact Platform Architect - Manager employer: Accenture UK & Ireland
Accenture is an exceptional employer, offering a dynamic work culture that champions innovation and collaboration. With a strong focus on employee growth, we provide extensive training opportunities in cutting-edge technologies like CCaaS and AI, alongside a competitive benefits package that includes generous leave, flexible work policies, and comprehensive health support. Our London, Manchester, and Edinburgh locations foster a vibrant community where diverse talents come together to redefine customer experiences across various industries.
Contact Details:
Accenture UK & Ireland Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Contact Platform Architect - Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accenture UK & Ireland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accenture UK & Ireland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Contact Platform Architect - Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accenture UK & Ireland:Your cover letter is your chance to shine! Tell us why you want to work at Accenture UK & Ireland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accenture UK & Ireland!
How to prepare for a job interview at Accenture UK & Ireland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
