At a Glance
- Tasks: Lead AI delivery and transform customer experiences with innovative tech solutions.
- Company: Join Accenture Song, the world's largest tech-powered creative group.
- Benefits: Enjoy competitive salary, flexible work policies, and generous leave for volunteering.
- Other info: Dynamic environment with opportunities for growth and collaboration.
- Why this job: Be at the forefront of AI innovation and make a real impact on customer service.
- Qualifications: Hands-on engineering experience in AI systems and strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
- 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 Gen AI, 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 CCaa S/AI design and build to deliver customer experience and contact platforms at scale
- Be at the forefront of CCaa S and AI innovation, helping clients build connected, always‑on service models for their customers
- Transform customer journeys and service interactions using data, CCaa S 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
Experience Required
Solid hands‑on engineering experience with a track record of building AI systems, ideally with some exposure to enterprise or production environments.
We want people who are passionate about shipping real AI products and are eager to grow their understanding of what it takes to build and run AI systems at scale in regulated environments.
- Core experience
- Strong engineering background with production experience in Python and similar languages across AI systems
- Experience building or contributing to RAG pipelines, multi‑agent systems or LLM‑based products, ideally at meaningful scale
- Hands‑on experience with at least one major cloud AI platform (AWS Bedrock, GCP Vertex AI or Azure AI Studio)
- Experience designing eval frameworks, red‑teaming processes and quality measurement for AI systems
- A portfolio or track record that demonstrates deployed or near‑production AI systems, with an interest in regulated or enterprise environments
- Some experience working within engineering teams in agile, client‑facing delivery contexts
- AI, data and technology awareness
Practical experience with
- Agentic frameworks: Lang Graph, Lang Chain, Crew AI, Agentforce or similar
- Foundation model providers: Claude Code/Codex/Gemini, Open AI or AWS Bedrock
- Vector databases: Pinecone, Weaviate, Llama Index or pgvector
- Cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio
- CI/CD for AI: version‑controlled prompts, automated testing, deployment pipelines
- EU AI Act compliance, bias auditing and model drift detection
- Leadership & consulting skills
- Some technical leadership experience or a demonstrable appetite to grow into team leadership
- Clear communication of complex technical topics to client stakeholders
- Experience making and communicating architecture trade‑offs under delivery pressure
- Awareness of commercial models and technical delivery in professional services
- Comfortable leading within agile, collaborative, fast‑moving consulting environments
- Experience in Telco or Financial Services
- Set yourself apart
- Certifications in AWS, GCP, Azure or Anthropic AI platforms
- Open‑source contributions to agentic or LLM tooling
- Contact centre platform experience (e. g. Genesys, Sierra, Decagon, Parloa, Poly AI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect)
- EU AI Act or AI governance certifications or published guidance
- Experience in Telco, Financial Services or Public Sector; our highest‑demand client verticals
- 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.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.
Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
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Customer Experience and Contact Platform Associate Manager in London employer: Accenture UK
As a leading employer in the AI technology sector, we offer a dynamic work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous learning opportunities, mentorship programmes, and the chance to work alongside industry leaders on cutting-edge projects. Located in a vibrant tech hub, we provide a unique blend of competitive benefits, a supportive culture, and the opportunity to make a significant impact in the rapidly evolving field of AI.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience and Contact Platform Associate Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accenture UK. 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 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 and Contact Platform Associate Manager in London
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:Your cover letter is your chance to shine! Tell us why you want to work at Accenture UK 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!
How to prepare for a job interview at Accenture UK
✨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.
