AI Delivery Tech Lead, Song Service
Accenture · London, United Kingdom · 2mo ago
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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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.