Customer Experience and Contact Platform Associate Manager

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 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  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: 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  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