AI Delivery Tech Lead, Song Service

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 doArchitect and buildagentic 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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