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'sfoundational 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 anAI Delivery Tech Leadin Accenture Song Service, you will play a pivotal role in delivering AI systems at enterprise scale;shaping and delivering transformational customer platform solutionsthat 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, anddemonstratethebrandpromise when it counts most.

Ifyou'relooking 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. Ourvision 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

• Reinventingcustomer serviceacross physical, digital/app-based and AI-powered channels

• Data-driven transformation across service to reduce cost and drive growth

• Designingfuture-ready service models, enabled by platforms,dataand automation

• EmbeddingGenAI, intelligent automation and decisioninginto customer service journeys and operations

• Supporting clients to define acustomer-first mindset, helping them shape their business and operating models

• Deliveringmeasurable business outcomes, notjust greatexperiences

• We work across the full lifecycle: from ambition and vision, through design and experimentation, toscaleddelivery and adoption.

Whatyou'lldo

Architect and buildagentic experiences to production

• Workin a technical capacity contributing through hands-onCCaaS/AI design and build to deliver customer experience and contact platforms at scale

• Be at the forefront ofCCaaSand AI innovation, helping clients build connected, always-on service models for their customers

• Transform customer journeys and service interactions using data,CCaaSplatforms 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, platformselectionand 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 agenticprogrammes

• Set technical standards, qualityframeworksand architecture governance

• Ensure systems are designed for scalability,observabilityand compliance

• Collaborate closely with Forward Deployed Engineers, Experience Designers and Strategy leads

Grow people,capabilityand the practice

• Mentor engineers and grow technical capability within the practice

• Support sales,propositionsand go-to-market activity

• Contribute to thought leadership on production AI engineering and agentic delivery

Experience Required

Significant hands-on engineering experience with a proventrack recordof building and running AI systems atenterpriseproduction 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

• Strongengineering background with production experience inPython and similar languages across AI systems

• Proventrack recordof architecting and delivering RAG pipelines, multi-agentsystemsor 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-teamingprocessesand quality measurement for AI systems

• A portfolio ortrack recordthatdemonstratesproduction-deployed AI systems in regulated or enterprise environments

• Proven ability to lead engineering teams in agile, client-facing delivery contexts

AI,dataand technology awareness

• Deep practical experience with:

• Agentic frameworks:LangGraph,LangChain,CrewAI,Agentforceor similar

• Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock

• Vector databases: Pinecone,Weaviate,LlamaIndexorpgvector

• 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, biasauditingand 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 models and technical delivery economics in professional services

• Comfortable leading within agile, collaborative, fast-moving consulting environments

• Experience in Telcoor Financial Services

Set yourself apart

• Certifications in AWS, GCP, Azure or Anthropic AI platforms

• Open-sourcecontributions to agentic or LLM tooling

• Contactcentreplatform experience (e.g.Genesys, Sierra, Decagon,Parloa,PolyAI, NICECognigy,AgentforceContact 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'sin it for you

OurTotal Rewardsconsist of a competitive basic salary, annual performance bonus, opportunities toacquireequity and a wide range of health and wellbeing benefits. These includeperkssuch 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 AssistanceProgramme, Career Development and Counselling.

• A range of generousParental Leave offerings.

Flexibility and mobility arerequiredto 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,learningand building rapport with clients, peers,leadersand communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race,religionor belief, ethnic or national origin, disability, age citizenship, marital,domesticor civil partnership status, sexualorientationor gender identity.

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