AI CX Delivery Consultant

AI CX Delivery Consultant, Song Service

CL9-Consultant

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 CX Delivery Consultant in Accenture Song Service, you will design and build agentic experiences to production, working at the intersection of CX strategy and engineering to deliver AI systems that work.

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. 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 service across 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, data and automation

• EmbeddingGenAI, intelligent automation and decisioning into customer service journeys and operations

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

• Deliveringmeasurable 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

Build agentic experiences to production

• Design and build agentic experiences end-to-end, from brief to deployed agent in a production environment

• Prompt engineer, test and iterate on deployed AI agents across client use cases

• Work across LangGraph, LangChain, ClaudeCode/Codex/Geminiand RAG pipelines

• Implement RAG and vector database solutions (Pinecone, Weaviate, LlamaIndex)

• Deploy across cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio

Bridge CX and engineering

• Hold the full stack from CX design to shipped agent

• Collaborate with AI Experience Designers, Conversational PMs and Strategy leads

• Translate CX requirements into technical implementations

Grow people, capability and the practice

• Contribute to Song's reusable agentic delivery assets and accelerators

• Stay at the frontier of agentic tooling; new frameworks, model releases, platform updates

• Build your craft in production AI engineering within a supported, high-growth environment

Experience Required

Professional engineering experience with hands-on involvement in AI or agentic systems in production, not just in demos.

The most important thing for us is that you have the right combination of engineering skill and design curiosity.We want people who think about what the agent experience feels like, not just whether the code runs.

Core experience

• Engineering background with production experience in Pythonand similar languagesacrossAI systems

• Hands-on experience with at least one agentic framework (LangGraph, LangChain, CrewAI or equivalent)

• Experience with foundation model APIs (Claude API, OpenAI API or Vertex AI)

• RAG implementation experience with at least one vector database

• Cloud deployment experience across AWS, GCP or Azure

• Evidence of AI systems you have built and deployed to production - not just notebooks

AI, data and technology awareness

• Agentic experience and experience deliveringGenAI-enabled services (e.g. conversational AI)

• Practical experience with:

• Agentic frameworks: LangGraph, LangChain, CrewAI, Agentforce or similar

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

• Vector databases: Pinecone, Weaviate, LlamaIndex or pgvector

• Cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio

Leadership & consulting skills

• Clear communication;able to explain technical decisions to non-engineers

• Collaborative and team-oriented;comfortable in multi-disciplinary delivery environments

• Self-directed and proactive;able to manage your own delivery within a project structure

• Eagerness to grow in a client-facing engineering role

• Telco or Financial Services experience is a strong value add

Set yourself apart

• Open source contributions to agentic or LLM tooling

• Personal projects demonstrating production AI engineering outside of employment

• Contact centre platform experience (e.g.Genesys,Sierra, Decagon, Parloa, PolyAI,NICECognigy,Agentforce Contact Centre andAmazon Connect)

• EU AI Act or AI governance awareness

• Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals

What's in it for you

OurTotal 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 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.