Customer Experience & Contact Platform Consultant

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 organisations 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 organisations maximise 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-centred 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 programmes
• 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 programmes, either through deep expertise in enterprise platforms and architectures