Cloud Contact Centre Consultant 

Location: London, Manchester, Edinburgh 

CL9

Travel: up to 80% 

Accelerate your career in a dynamic and innovative digital marketing agency that’s redefining how organizations in Song Service connect with stakeholders and deliver value. Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. Help leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Grow alongside our global network of talent, and help drive impactful change for some of the world’s most mission-driven institutions.  

As a team: 

Song Service:  

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: 

• Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises 

• Work with famous brands and household names – no worrying about how to explain what you do to your family again! 

• Support clients to define a customer-first mindset, helping them shape their business and operating models 

• Redefine customer journeys and personalise interactions to create significant and consistent experiences 

• Be at the forefront of physical and digital engagement models to give their customers a seamless service model 

• Re-invent the customer ‘ecosystem’ as products / services spread across organisations 

• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions 

• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services 

• Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human-centred design  

• Shape and help deliver integrations of cloud-based customer platforms (e.g. Salesforce, Microsoft Dynamics, AWS) 

• Work with and learn from high-performing individuals across Accenture’s Global Network with varied specialisations who are passionate about helping organisations champion the customer 

You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways. 

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 Cloud Contact Centre Consultant, you will: 

• Design and implement major cloud contact centre solutions from the major vendors, integrating CRM systems, ticketing platforms, and third-party analytics tools. 

• Leverage contact centre capabilities like GenAI, sentiment analysis, predictive analytics, and omnichannel support. 

• Collaborate with clients to translate business requirements into scalable technical designs. 

• Work on cloud contact centre API integrations, ensuring seamless enterprise-wide solutions. 

• Conduct workshops showcasing cloud contact centre ability to enhance customer experience and operational efficiency. 

• Employ prompt engineering techniques to optimise AI-driven tools like OpenAI, Dialogflow, and IBM Watson Assistant. 

• Guide clients in cloud migration strategies, showcasing the cloud contact centre platform as a robust CCaaS solution. 

• Develop business cases for transformation projects, highlighting the strategic value of cloud contact contact centre. 

• Continuously refine prompt designs, aligning with business and user needs. 

Qualifications 

We are seeking candidates with the following skills and experience: 

• Hands-on experience with cloud contact centre, particularly in customer service implementation. 

• Expertise in prompt engineering to enhance conversational AI models. 

• Proven ability to architect cloud-based contact centre solutions, supporting multiple communication channels. 

• Experience in agile environments using frameworks such as Scrum, Kanban, or SAFe. 

• Knowledge of contact centre operational management and metrics 

• Strong analytical skills for translating technical requirements into innovative solutions. 

• Experience with RFPs, crafting technical designs, and presenting to stakeholders. 

Set yourself apart: 

• Major cloud contact centre platform certifications or equivalent training. 

• Proficiency in generative AI tools such as OpenAI GPT, Google Dialogflow, and Amazon Lex, Salesforce Agentforce 

• Strong grasp of customer journey analytics and contact centre optimisation strategies. 

• Experience integrating cloud contact centre with enterprise systems like CRM or ERP. 

• Demonstrated ability to assess the impact of transformations on operating models. 

• Track record of building and sustaining strong client relation

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:

• Up to 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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