IT & Software

AI Delivery Tech Lead, Song Service

Accenture

London · Greater London · United Kingdom

Overview

In this role you will lead CCaaS and AI-enabled transformations to design scalable customer experience platforms. You will work across cross-functional teams to deliver connected service models and reshape customer journeys using data, platforms and AI. You’ll mentor leaders and shape strategic direction for CCaaS and AI initiatives. This is an opportunity to influence how clients engage customers, scale operations and drive innovation at pace. You will operate in a collaborative, learner-driven environment with visible impact on client outcomes.

Pay / Benefits
  • competitive basic salary
  • annual performance bonus
  • equity opportunities
  • health and wellbeing benefits
  • 30 days leave + 3 volunteering days
  • flexible work policies
Responsibilities
  • Lead multi-disciplinary teams to translate client needs into CCaaS and AI transformation programmes
  • Design CCaaS and AI solutions across platforms (Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, Microsoft Dynamics Contact Centre) and oversee delivery or hands-on build
  • Integrate CCaaS with AI services and automation tools
  • Share knowledge across Accenture to build reusable assets and strengthen CCaaS and AI capabilities
  • Guide enterprise platform architecture decisions and stay current with CCaaS/AI trends
  • Shape strategic direction of CCaaS and AI transformations
  • Mentor and develop future leaders to foster performance and inclusion
Key requirements
  • Design and hands-on expertise with at least one major CCaaS platform (Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, or Microsoft Dynamics Contact Centre)
  • Experience mapping integrations between CCaaS platforms and AI services or automation tools
  • Strong analytical ability to translate business and technical requirements into platform designs and customer journeys
  • Ability to design solutions across hyperscalers and modern customer platforms
  • Strong communication skills
  • Relevant certifications from Amazon, Genesys, Google or Microsoft
  • Extensive experience in CCaaS and AI-enabled service technology through hands-on design and build
  • Strong communication
  • Collaborative mindset
  • Mentoring and leadership
  • CCaaS platforms: Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, Microsoft Dynamics Contact Centre
  • AI integration: AI services and platforms (Sierra, ElevenLabs, Co-Pilot Studio)
  • Design of customer journeys and enterprise platform architectures

Reference: WJ-747_30862309

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