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’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 pivotal role in delivering AI systems at enterprise scale; shaping and delivering 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

• 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, platform selection and 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 agentic programmes

• Set 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

• Mentor engineers and grow technical capability within the practice

• Support sales, propositions and go-to-market activity

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

Experience Required

Significant hands-on engineering experience with a proven track record of building and running AI systems at enterprise production 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

• Strong engineering background with production experience in Python and similar languages across AI systems

• Proven track record of architecting and delivering RAG pipelines, multi-agent systems or 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-teaming processes and quality measurement for AI systems

• A portfolio or track record that demonstrates production-deployed AI systems in regulated or enterprise environments

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

AI, data and technology awareness

• Deep 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

• 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 Telco or Financial Services

Set yourself apart

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

• Open-source contributions to agentic or LLM tooling

• Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact 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's in it for you

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such 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 Assistance Programme, Career Development and Counselling.

• A range of generous Parental Leave offerings.

Flexibility and mobility are required to 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, learning and building rapport with clients, peers, leaders and 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, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or 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 at www.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.