Position: Customer Experience & Contact Platform Architect - Manager

Location: London, Manchester, Edinburgh

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:

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:

• 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

• Work with leading organisations across multiple industries, contributing to large-scale customer and platform transformations

• Support clients in defining a customer-first mindset and reshaping their business and operating models

• Transform customer journeys and service interactions using data, CCaaS platforms and AI to create seamless and consistent experiences

• Reinvent the customer service ecosystem by improving how products, services and channels work together

• Learn and apply emerging trends in customer data, AI and experience design, and use these insights to help organisations maximise value from customer interactions

• Shape and deliver transformational customer platform solutions for clients who want deeper understanding of how customers engage with their products and services

• Continue to build practitioner skills in areas such as GenAI, human-centred design and modern service architecture

• Support the integration of cloud-based customer and CCaaS platforms (for example Microsoft Dynamics Contact Centre, Amazon Connect, Genesys Cloud CX, or Google CCaaS/CES)

• Collaborate with colleagues across Accenture’s global network, learning from specialists who share a passion for customer experience, platforms and AI

• Contribute to practice growth by helping shape offerings and strategic direction across CCaaS and AI-enabled customer platforms

As a Customer Experience & Contact Platform Architect - Manager, you will:

• Lead multi-disciplinary teams to understand client requirements and shape CCaaS and AI focused transformation programmes

• Lead the design of CCaaS and AI solutions across platforms such as Amazon Connect, Genesys Cloud CX, Google CCaaS/CES or Microsoft Dynamics Contact Centre. This may involve hands-on build or overseeing delivery teams, and includes supporting integration with AI platforms like Sierra and ElevenLabs

• Collaborate across Accenture to share knowledge, build reusable assets and strengthen our CCaaS and AI capability

• Apply deep understanding of enterprise platforms and architectures, staying current with emerging CCaaS and AI trends and guiding teams on optimal design

• Shape the strategic direction of CCaaS and AI transformation programmes, either through deep expertise in enterprise platforms and architectures

• Mentor and develop future leaders, fostering a culture of performance, inclusion and continuous improvement