Customer Platforms Senior Manager

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.

As a team member, you will contribute to Song Service. 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:

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises.
• Work with famous brands and household names.
• Support clients to define a customer-first mindset, helping them shape their business and operating models.
• Redefine customer journeys and personalise interactions to create significant and consistent experiences.
• Be at the forefront of physical and digital engagement models to give their customers a seamless service model.
• Re-invent the customer ‘ecosystem’ as products/services spread across organisations.
• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions.
• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services.
• Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human-centred design.
• Shape and help deliver integrations of cloud-based customer platforms (e.g. Microsoft Dynamics, Salesforce, AWS).
• Work with and learn from high-performing individuals across Accenture’s Global Network with varied specialisations who are passionate about helping organisations champion the customer.
• Have the opportunity to use your entrepreneurial skills to grow the practice and set strategic direction on what should be Accenture’s offering in this space.

You’ll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways. 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 Service Functional Lead Senior Manager, you will:

• Lead a team to collaborate with our clients to understand their business needs and requirements.
• Develop a vision and business cases for transformation projects, highlighting the strategic value of Microsoft technologies.
• Design and implement AWS, Google CES, Genesys CX Cloud, MSFT and Sierra solutions.
• Plan and drive the implementation of our solutions, managing the project timelines and resources; collaborate with cross-functional teams to ensure project milestones are met.
• Collaborate across our business sharing knowledge within the Accenture ecosystem to improve our platform capability and leverage available knowledge.
• Demonstrate deep understanding of enterprise technology platforms and architectures, staying current with emerging trends and guiding teams on optimal solution design.
• Shape and influence strategic direction across multiple transformation programs, ensuring alignment with client business goals and Accenture’s innovation agenda.
• Mentor and develop future leaders within the team, fostering a culture of continuous improvement, inclusion, and high performance.

Job Qualifications:

• Hands-on experience with AWS, Genesys Cloud CX, Google CES, MSFT Dynamics 365 or Sierra.
• Strong analytical skills for translating business and technical requirements into innovative solutions.
• Experience in articulating solution value and business case creation.
• Ability to design technical solutions or customer journeys utilizing hyperscalers and one of the above platforms.
• Experience in agile environments using frameworks such as Scrum or Kanban.
• Strong communication and collaboration skills, and experience in senior stakeholder management.
• Relevant Certifications from one of the above players.
• Extensive experience in Service Technology, CCaaS or integration with CRM.

Set yourself apart:

• Hands-on experience with Google CES, Copilot Studio and building Agentic agents.
• Strong grasp of customer engagement platforms, CRM, CaaS, Chat or AI.
• Experience implementing hands-on in projects.
• Demonstrated ability to assess the impact of transformations on operating models.
• Showing a demo of conversational AI which you have built with one of the platforms which offers this service.

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.
• 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 Program, 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.