AI Delivery Tech Lead, Song Service

AI Delivery Tech Lead, Song Service   L7   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 pivotal role in delivering AI systems at enterprise scale ;   shaping and delivering 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   Build and lead delivery of RAG pipelines, multi-agent orchestration and eval frameworks for enterprise-scale AI deployments   Be a trusted technical advisor   Advise clients on AI architecture decisions, platform   selection   and build vs buy trade-offs   Define technical delivery approaches and infrastructure strategies   Engage credibly with client technical leadership at Principal/Director level   Translate complex technical constraints into clear strategic recommendations   Deliver at scale   Shape and deliver transformational customer platform solutions for clients who want deeper understanding of how customers engage with their products and services     Lead engineering teams across complex, multi-system agentic   programmes   Set 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   Mentor engineers and grow technical capability within the practice   Support sales,   propositions   and go-to-market activity   Contribute to thought leadership on production AI engineering and agentic delivery   Experience Required   Significant hands-on engineering experience with a proven   track record   of building and running AI systems at   enterprise   production scale.   The most important thing for us is that you have shipped production AI ,   not prototypes. We need people who understand what breaks, what scales, and what it takes to keep an AI system compliant and running in a regulated environment.   Core experience   Strong   e ngineering background with production experience in   Python and similar languages across AI systems   Proven   track record   of architecting and delivering RAG pipelines, multi-agent   systems   or LLM-based products at enterprise scale   Deep 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   production-deployed AI systems in regulated or enterprise environments   Proven ability to lead engineering teams in agile, client-facing delivery contexts   AI,   data   and technology awareness   Deep practical experience with:   Agentic frameworks:   LangGraph ,   LangChain ,   CrewAI ,   Agentforce   or similar   Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock   Vector databases: Pinecone,   Weaviate ,   LlamaIndex   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   Strong technical leadership and engineering team management experience   Confident communication of complex technical topics to senior client stakeholders   Experience making and communicating architecture trade-offs under delivery pressure   Understanding of commercial m