AI Delivery Tech Lead, Song Service

Job Title

AI Delivery Tech Lead, Song Service

Level: L7

Locations:
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.

Our mission:
Help our clients deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.

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
• Working across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption.

• Architect and build agentic 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

• 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‑team 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

• Deep practical experience with agentic frameworks:
  Lang Graph, Lang Chain, CrewAI, Agentforce or similar
• Foundation model providers:
  Claude Code/Codex/Gemini, OpenAI or AWS Bedrock
• Vector databases:
  Pinecone, Weaviate, Llama Index 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

• Strong technical leadership and engineering…