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Greater London, England, United Kingdom
Hybrid
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. 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
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, Claude Code/Codex/Gemini and 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 Python and similar languages across AI 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 delivering GenAI-enabled services (e.g. conversational AI)
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
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, NICE Cognigy, Agentforce Contact Centre and Amazon 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
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.