Customer Experience & Contact Platform Architect (CCaaS)
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Customer Experience & Contact Platform Architect - Manager
London / Manchester / Edinburgh
CL7
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.
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.
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 maximize value from customer interactions.
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 programs.
- 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.
Required skills and experience:
- Strong hands-on expertise with at least one major CCaaS platform is a must (e.g. Amazon Connect, Genesys Cloud CX, Google CCaaS/CES or Microsoft Dynamics Contact Centre).
Set yourself apart:
- Experience architecting and building advanced features in platforms such as Google CCaaS/CES, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics Contact Centre, especially where AI capabilities are involved.
- Practical designing or building AI agents or conversational AI solutions using tools such as Co-Pilot Studio, Sierra or ElevenLabs.
- Ability to demonstrate CCaaS and AI solutions you’ve contributed to through direct technical build (flows, routing, integrations etc.).
- Strong understanding of customer engagement and service technologies from a design/build perspective.
- Track record of contributing to or leading multi-platform CCaaS and AI architecture teams and delivery squads.
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 Program, Career Development and Counselling.
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.