Customer Platforms Senior Manager

Job Description

Customer Platforms- Senior Manager

CL6

London, Manchester, Edinburgh

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.

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. Microsoft Dynamics, Salesforce, 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
  
• Have the opportunity to use your entrepreneurial skills to grow the practise and set strategic direction on what should be Accenture’s offering in this space.
  

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 Service Functional Lead Senior Manager, you will:

• Lead a team to collaborate with our clientsto understand their business needs and requirements
  
• Develop a vision and business cases for transformation projects, highlighting the strategic value ofMicrosoft technologies.
  
• Design and implement AWS, Google CES, Genesys CX Cloud, MSFT and Sierra solutions: Ideally understand target state architecture for each platform and able to explain functionality achieved with each platform and how that can fit in enterprise architecture.
  
• Plan and drive the implementation of our solutions , managing the project timelines and resources. Collaborate with cross-functional teams to ensure project milestones are met. Ensure all appropriate reporting is in place.
  
• Collaborate across our business sharing knowledge within the Accenture ecosystem to improve our platform capability and leverage available knowledge
  
• Demonstrate deep understanding of enterprise technology platforms and architectures, staying current with emerging trends and guiding teams on optimal solution design.
  
• Shape and influence strategic direction across multiple transformation programs , ensuring alignment with client business goals and Accenture’s innovation agenda.
  
• Mentor and develop future leaders within the team, fostering a culture of continuous improvement, inclusion, and high performance.
  

Qualification

Job Qualifications

We are seeking candidates with the following skills and experience:

• Hands-on experience with the AWS, Genesys Cloud CX, Google CES , MSFT Dynamic 365 or Sierra, hands on experience of implementing one of these solutions.
  
• Strong analytical skills for translating business and technical requirements into innovative solutions.
  
• Experience in articulating solution value and business case creation
  
• Ability to design technical solutions or customer journeys utilising Hypersclaers and one of the above platforms
  
• Experience in agile environments using frameworks such as Scrum or Kanban
  

• Strong communication and collaboration skills, and experience in senior stakeholder management
  

• Relevant Certifications from one of the above players.
  
• Extensive experience in Service Technology, CCaaS or integration with CRM.
  

Set yourself apart:

• Hands on experience with Google CES, Co pilot studio and building Agentic agents.
  

• Strong grasp of customer engagement platforms, CRM, CaaS, Chat or AI
  

• Experience implementing being hands on in the project
  

• Demonstrated ability to assess the impact of transformations on operating models.
  
• Showing a demo of conversational AI which you have built with one of the platforms which offers this service.
  

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 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.

#LI-EU

SNGCR01

Locations

London

Additional Information

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at .