Customer Experience & Contact Platform Consultant

Job Description

Customer Experience & Contact Platform Consultant

London / Manchester / Edinburgh

CL9

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.

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.

As part of the Service team, 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 organizations 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 organizations maximize value from customer interactions.
• Shape and deliver transformational customer platform solutions for clients who want deeper understanding of how customers engage with their products and services.
• Continue to build practitioner skills in areas such as GenAI, human-centered design and modern service architecture.
• Support the integration of cloud-based customer and CCaaS platforms (for example Microsoft Dynamics Contact Centre, Amazon Connect, Genesys Cloud CX, or Google CCaaS/CES).
• Collaborate with colleagues across Accenture’s global network, learning from specialists who share a passion for customer experience, platforms and AI.
• Contribute to practice growth by helping shape offerings and strategic direction across CCaaS and AI-enabled customer platforms.

As a Customer Experience & Contact Platform Consultant, you will:

• Be part of multi-disciplinary teams to understand client requirements and shape CCaaS and AI focused transformation programs.
• Support 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 delivery roles such as integrating to AI platforms like Sierra and ElevenLabs.
• Collaborate across Accenture to share knowledge, build reusable assets and strengthen our CCaaS and AI capability.
• Apply understanding of enterprise platforms and architectures, staying current with emerging CCaaS and AI trends.
• Support in shaping the strategic direction of CCaaS and AI transformation programs, either through deep expertise in enterprise platforms and architectures.

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.
• 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.