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Reference: 4843562Job ID: 5423881Posted: 2026-11-06Closing date: 2027-02-05Location: LeedsSalary: 85,000-95,000 + Car + Bonus (per annum)Job type: PermanentWorking pattern: Full timeIndustry: Technology & Internet Services / InfrastructureCompany: HaysConsultant: Leanne ThomasHays office: Manchester — 5th Floor, City Tower, Piccadilly PlazaPhone: 0161 870 8181Email: leanne.thomas@hays.comWe’re recruiting for an experienced Principal/Enterprise Architect to take a senior technical leadership role supporting a major customer operating within a highly regulated environment.This is a strategic, customer-facing position where you’ll work closely with senior stakeholders, including CIO level contacts, to shape enterprise architecture, define multi-year technology strategy and develop roadmaps across a complex technology estate. You’ll take ownership of the overall technology direction for the customer, bringing together business priorities, technology strategy and architectural governance.Key responsibilities will include:Developing multi-year technology and solution roadmaps across Networking, Security, Unified Communications, Contact Centre and Cloud.Acting as a trusted technical adviser to senior and C-suite stakeholders.Providing enterprise-level architectural governance and identifying and mitigating technical risks.Providing technical leadership across virtual architecture, engineering and delivery teams.Working closely with commercial and delivery teams to ensure solutions balance customer requirements, technical quality and commercial objectives. What we’re looking forYou’ll need strong Enterprise Architecture experience, but importantly, we're looking for someone with genuine technical credibility rather than a pure process or governance-led EA background.You should have a strong background in one or more of the following areas:Enterprise Networking, including WAN, LAN, Wi-Fi, SD-WAN and network segmentationCybersecurity, including Zero Trust, IAM, SASE, firewalls and secure accessUnified Communications and collaboration technologiesContact Centre technologiesPublic or private Cloud, including Azure, AWS or GCPExposure to technologies such as Cisco, Palo Alto, Microsoft Teams, Avaya, Genesys, Terraform or NetBrain would be advantageous. Experience of architecture or service methodologies such as TOGAF, MBSE, ITIL or DevOps would also be beneficial, alongside previous experience working within banking, financial services, government, critical national infrastructure or another highly regulated environment. In return, you will be rewarded with ongoing career development, car allowance, 15% bonus and an enviable benefits package. Opportunities also exist in Birmingham and London.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #4843562 - Leanne Thomas

Location: London, United Kingdom – Hybrid (2 days per week in the office) At TTC, we are Enriching lives by connecting people and places. For over 100 years, we've been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing – they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That's where you come in. Our values shape every hire we make and every team we build: • Act with Integrity – we do what's right, • Explore Beyond Boundaries – we're driven by curiosity, • Own the Outcome – we take responsibility for our decisions, • Succeed Together – we've got each other's backs Are you passionate about the potential of Artificial Intelligence to transform customer experiences? We are looking for a Customer Engagement AI Capability Lead to help shape the future of AI-powered customer engagement across TTC's global brands. This is a strategic and hands‑on role, combining AI capability development with technical delivery across chat, voice and digital channels. Working closely with our Tech Director – Contact Centre Systems, you will define our AI capability roadmap and lead the design, implementation and optimisation of solutions integrated with Genesys Cloud, Salesforce and third‑party AI technologies. Your work will directly influence how we engage with our guests, empower our contact centre teams and deliver exceptional service experiences • Define and maintain the roadmap for AI-enabled customer engagement across chat, voice and digital channels., • Identify opportunities to leverage generative AI, conversational intelligence and predictive engagement., • Translate business needs into practical AI initiatives that deliver measurable value., • Evaluate emerging technologies and collaborate with internal and external AI experts., • Lead the design, configuration and deployment of AI capabilities across Genesys Cloud, Salesforce and third‑party platforms., • Work with technology teams and external partners to deliver secure, stable and scalable integrations., • Support hands‑on testing, data validation and performance optimisation., • Develop AI solutions that enhance customer journeys, personalisation and agent productivity., • Define and monitor KPIs covering customer satisfaction, sentiment, containment, conversion and agent experience., • Analyse AI performance across channels and brands to identify improvement opportunities., • Translate data insights into actionable recommendations for business and technology stakeholders., • Champion the adoption of AI-powered tools and workflows across TTC's brands., • Partner with contact centre teams to establish effective operational processes and quality controls., • Develop training and communication materials to support successful adoption., • Promote responsible AI practices, including data privacy, compliance and governance., • Build strong relationships across technology, business and operational teams., • Act as a trusted advisor and subject matter expert for AI-enabled customer engagement., • Collaborate with international stakeholders and external technology partners., • Communicate progress, opportunities and challenges clearly to technical and non-technical audiences., • Hands‑on experience working with AI, data or customer engagement technologies in a large or complex organisation., • Practical experience designing or implementing conversational AI, predictive engagement or agent assist solutions., • Strong understanding of customer engagement platforms such as Genesys Cloud, Salesforce or equivalent technologies., • Experience implementing AI capabilities within contact centre or customer service environments., • Ability to evaluate AI performance, interpret data and translate insights into business improvements., • Experience defining and embedding operational processes to support new technologies., • Excellent stakeholder management, communication and collaboration skills., • Ability to work independently and manage competing priorities across multiple teams and regions., • Understanding of responsible AI, data privacy, compliance and ethical considerations., • Knowledge of TTC's brands, products and guest experience would be an advantage., • Attention to Detail – Ensures accuracy, quality and completeness while following established procedures., • Collaborative Mindset – Builds strong cross‑functional relationships and works constructively with stakeholders., • Resilience – Remains effective under pressure, adapts to challenges and stays focused on long‑term outcomes., • Location: London – Hybrid, with two days per week in the office., • Travel: Occasional international travel may be required., • Global Collaboration: Flexibility to accommodate meetings across different time zones when required. This is an opportunity to play a meaningful role in shaping how AI transforms customer engagement across a global travel organisation. You'll work at the intersection of technology, innovation and customer experience, helping bring new capabilities to life and making a real impact on how we support our guests and teams. Ready to help shape the future of AI-powered customer engagement? We'd love to hear from you! #J-18808-Ljbffr

We are seeking a dedicated and resourceful Product Manager to join our Growth Team, primarily focusing on integrating new Contact Center as a Service (CCaaS) and Unified Communication as a Service (UCaaS) partners and maintaining and improving existing integrations. This role is crucial in enhancing our market presence and ensuring our innovative products reach a wider audience through effective integration and distribution strategies. We're particularly interested in candidates who bring deep CCaaS/UCaaS ecosystem experience, whether you've worked as a product manager, solutions engineer, developer or similar role. What matters most is that you understand how these platforms work, who the key players are, and how partners and customers actually use them. If you have that domain expertise and are looking to move into (or further into) product management, we'd love to hear from you. You'll fit in here if you're the kind of person who's already thought about what CRM you'd use if you started your own company tomorrow, what stack you'd build your website on, and how you'd handle your customer support. That instinct is what this role needs. Reporting into our Lead Product Manager, Growth Team, you will play an integral role in helping PCI Pal further develop its channel distribution strategy in a maintainable and scalable way. You'll have direct support from your Lead PM as you grow into the role, particularly if you're moving into product management from an adjacent discipline. You will have the opportunity to collaborate with talented colleagues across multiple teams including Sales, Marketing and Partners teams. • Hands-on experience with two or more major CCaaS/UCaaS platforms (such as Genesys, Talkdesk, Five9, NICE, Amazon Connect, Zoom, 8x8, Vonage or similar), gained as a product manager, solutions engineer, developer or similar role., • A strong understanding of CCaaS/UCaaS solutions, industry trends, key players and emerging technologies., • Working knowledge of RESTful APIs and CRUD operations, with the ability to discuss integration patterns credibly with partners and technical stakeholders., • Exceptional interpersonal and communication skills, capable of working with cross-functional teams and external partners., • Strategic thinker with a strong analytical mindset and problem-solving capabilities., • Self-motivated and able to thrive in a fast-paced, dynamic environment., • Based in the UK within commutable distance from London. Our team comes together in the London office twice a week for collaboration, and you'll also need to occasionally travel within the UK or internationally to meet partners., • Previous experience as a Product Manager within a SaaS technology environment., • Project management experience, particularly managing large-scale integrations., • Experience integrating with major CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow or similar), • An understanding of payments technology and the wider ecosystem (payment gateways, open banking, alternative payment methods, etc.), • Familiarity with security and compliance frameworks relevant to payments, particularly PCI DSS, tokenization, and data protection., • Champion and drive the integration of new CCaaS and UCaaS partners, owning the rollout end-to-end and bringing partners and internal teams together to deliver successful launches., • Work closely with the core product team and your Lead Product Manager to shape integration plans (including timelines, milestones, and risk considerations) and tailor strategies that align with partner capabilities and market demands., • Own the product backlog for the growth team, writing up and refining tickets with engineering, telephony architects and other technical stakeholders as needed., • Manage and enhance relationships with existing partners to optimize product distribution and performance, and drive continuous improvement of integration processes based on partner feedback and metrics., • Work with product and product marketing leadership to identify trends and opportunities in the partner ecosystem, and prepare regular performance reports highlighting successes, gaps, and recommendations., • 25 days holiday, rising to 28 days per annum with length of service, • Medical, dental and optical insurance cover, • Option to either work in our Ipswich office, or from home (or both!), • An exciting and flexible working environment surrounded by friendly and committed co-workers, • Electric Vehicle Scheme incentive, • “Work from anywhere” 2 weeks per year policy, • Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings), • Training and development opportunities, • Ad-hoc team events, incentives and competitions #J-18808-Ljbffr

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. Decagon is seeking a Solutions Architect – Voice, a technical hire who will define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role sits at the intersection of pre-sales engineering, telephony architecture, and enterprise contact center strategy. You will act as a trusted advisor to enterprise prospects and customers, guiding them through complex, ambiguous voice deployment conversations—from SIP trunking and call routing to media handling and real-time transcription—ensuring Decagon integrates seamlessly into their existing contact center platforms while meeting latency, reliability, and compliance requirements. As an early hire in this function, you will define best practices for voice deployment solutioning, partner cross-functionally with Sales, Product, and Engineering, and set the standard for how Decagon engages with enterprises running mission-critical contact center operations. You will establish technical credibility with stakeholders across the C-suite, telephony and network teams, contact center operations, and CX leadership. • Partner with Account Executives to discover, qualify, and design voice deployment solutions that address customer telephony constraints and deliver measurable containment and CX outcomes., • Navigate ambiguous conversations about a customer's contact center landscape, translating diverse environments (Genesys Cloud CX & Engage, Amazon Connect, Cisco UCCE/CVP, Google CCAI) into clear integration and deployment strategies for Decagon's voice platform., • Design SIP integration approaches—BYOC trunking, REFER-based transfer, header propagation, and media/streaming paths (Websockets, Audio Connector, External Voice Transfer)—tailored to each customer's topology and security posture., • Diagnose complex, multi-leg call flows down to the packet level, and establish repeatable methods for tracing and resolving SIP and media issues in production., • Establish scalable pre-sales processes, deployment playbooks, and reusable reference architectures to support growth., • 8–10+ years in customer-facing technical roles (Solutions Architect, Solutions Engineer, Technical Account Manager, Product Manager) with a focus on voice, telephony, or contact center platforms., • Deep fluency in enterprise contact center platforms—Genesys, Amazon Connect, Cisco, or Google CCAI—and the SIP/telephony fundamentals underneath them (trunking, transfer semantics, codecs, SRTP, DTMF)., • Hands-on experience with CPaaS infrastructure such as Twilio or Telnyx, including BYOC configuration and programmable voice., • Demonstrated success navigating ambiguous technical conversations with enterprise customers, asking the right discovery questions, and collaborating through uncertainty., • Strong ability to engage diverse stakeholders—from network engineers to CX and contact center leaders—and translate voice requirements into actionable deployment strategies., • 2+ years selling or architecting AI/ML or conversational voice solutions in enterprise environments., • Experience in a high-growth startup where you built pre-sales practices from the ground up., • Hands-on packet-level SIP diagnostics experience (pcap analysis, Wireshark/Scapy) and comfort reading raw signaling., • Familiarity with real-time speech stacks (STT/TTS), call recording and compliance patterns (SIPREC), and multi-leg call correlation. We proudly offer the following benefits for our full-time employees: • Medical, Dental, and Vision benefits for you and your family, • Life Insurance and Disability Benefits, • Retirement Plan (e.g., 401K, pension), • Parental Leave, • Fertility and family building benefits through Carrot, • Monthly stipend to support your wellness, lifestyle, and work-life balance, • Daily lunches and snacks in the office to keep you at your best, • Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave) These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans. #J-18808-Ljbffr

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. As an AI CX Delivery Consultant in Accenture Song Service, you will design and build agentic experiences to production, working at the intersection of CX strategy and engineering to deliver AI systems that work. Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work. • 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 We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. • Design and build agentic experiences end-to-end, from brief to deployed agent in a production environment, • Prompt engineer, test and iterate on deployed AI agents across client use cases, • Work across LangGraph, LangChain, ClaudeCode/Codex/Gemini and RAG pipelines, • Implement RAG and vector database solutions (Pinecone, Weaviate, LlamaIndex), • Deploy across cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio, • Hold the full stack from CX design to shipped agent, • Collaborate with AI Experience Designers, Conversational PMs and Strategy leads, • Translate CX requirements into technical implementations, • Contribute to Song's reusable agentic delivery assets and accelerators, • Stay at the frontier of agentic tooling; new frameworks, model releases, platform updates, • Build your craft in production AI engineering within a supported, high-growth environment Professional engineering experience with hands-on involvement in AI or agentic systems in production, not just in demos. The most important thing for us is that you have the right combination of engineering skill and design curiosity. We want people who think about what the agent experience feels like, not just whether the code runs. • Engineering background with production experience in Python and similar languages across AI systems, • Hands-on experience with at least one agentic framework (LangGraph, LangChain, CrewAI or equivalent), • Experience with foundation model APIs (Claude API, OpenAI API or Vertex AI), • RAG implementation experience with at least one vector database, • Cloud deployment experience across AWS, GCP or Azure, • Evidence of AI systems you have built and deployed to production — not just notebooks, • Agentic experience and experience delivering GenAI-enabled services (e.g. conversational AI), • Practical experience with:, • Agentic frameworks: LangGraph, LangChain, CrewAI, Agentforce or similar, • Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock, • Vector databases: Pinecone, Weaviate, LlamaIndex or pgvector, • Cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio, • Clear communication; able to explain technical decisions to non-engineers, • Collaborative and team-oriented; comfortable in multi-disciplinary delivery environments, • Self-directed and proactive; able to manage your own delivery within a project structure, • Eagerness to grow in a client-facing engineering role, • Telco or Financial Services experience is a strong value add, • Open source contributions to agentic or LLM tooling, • Personal projects demonstrating production AI engineering outside of employment, • Contact centre platform experience ( e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • EU AI Act or AI governance awareness, • Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals 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 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. #LI-EU SNGCR01 #J-18808-Ljbffr

The Travel Corporation is seeking a Customer Engagement AI Capability Lead in London to shape the AI-enabled customer experience across TTC brands. This strategic and hands−on role blends capability development with practical delivery across chat, voice and digital channels. You will define the AI capability roadmap, lead design and integration with Genesys Cloud, Salesforce and third‑party AI technologies, and collaborate with global teams to deliver measurable value while upholding responsible #J-18808-Ljbffr

Decagon · London Abroad London Full Time Link validated About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in‑office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. About the Role Decagon is seeking a Solutions Architect – Voice, a technical hire who will define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role sits at the intersection of pre‑sales engineering, telephony architecture, and enterprise contact center strategy. You will act as a trusted advisor to enterprise prospects and customers, guiding them through complex, ambiguous voice deployment conversations—from SIP trunking and call routing to media handling and real‑time transcription—ensuring Decagon integrates seamlessly into their existing contact center platforms while meeting latency, reliability, and compliance requirements. As an early hire in this function, you will define best practices for voice deployment solutioning, partner cross‑functionally with Sales, Product, and Engineering, and set the standard for how Decagon engages with enterprises running mission‑critical contact center operations. You will establish technical credibility with stakeholders across the C‑suite, telephony and network teams, contact center operations, and CX leadership. In this role, you will Partner with Account Executives to discover, qualify, and design voice deployment solutions that address customer telephony constraints and deliver measurable containment and CX outcomes. Navigate ambiguous conversations about a customer’s contact center landscape, translating diverse environments (Genesys Cloud CX & Engage, Amazon Connect, Cisco UCCE/CVP, Google CCAI) into clear integration and deployment strategies for Decagon's voice platform. Design SIP integration approaches—BYOC trunking, REFER‑based transfer, header propagation, and media/streaming paths (Websockets, Audio Connector, External Voice Transfer)—tailored to each customer’s topology and security posture. Diagnose complex, multi‑leg call flows down to the packet level, and establish repeatable methods for tracing and resolving SIP and media issues in production. Establish scalable pre‑sales processes, deployment playbooks, and reusable reference architectures to support growth. Your background looks something like this 8–10+ years in customer‑facing technical roles (Solutions Architect, Solutions Engineer, Technical Account Manager, Product Manager) with a focus on voice, telephony, or contact center platforms. Deep fluency in enterprise contact center platforms—Genesys, Amazon Connect, Cisco, or Google CCAI—and the SIP/telephony fundamentals underneath them (trunking, transfer semantics, codecs, SRTP, DTMF). Hands‑on experience with CPaaS infrastructure such as Twilio or Telnyx, including BYOC configuration and programmable voice. Demonstrated success navigating ambiguous technical conversations with enterprise customers, asking the right discovery questions, and collaborating through uncertainty. Strong ability to engage diverse stakeholders—from network engineers to CX and contact center leaders—and translate voice requirements into actionable deployment strategies. Even better if you have 2+ years selling or architecting AI/ML or conversational voice solutions in enterprise environments. Experience in a high‑growth startup where you built pre‑sales practices from the ground up. Hands‑on packet‑level SIP diagnostics experience (pcap analysis, Wireshark/Scapy) and comfort reading raw signaling. Familiarity with real‑time speech stacks (STT/TTS), call recording and compliance patterns (SIPREC), and multi‑leg call correlation. • Medical, Dental, and Vision benefits for you and your family, • Life Insurance and Disability Benefits, • Retirement Plan (e.g., 401K, pension), • Parental Leave, • Fertility and family building benefits through Carrot, • Monthly stipend to support your wellness, lifestyle, and work‑life balance, • Daily lunches and snacks in the office to keep you at your best, • Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory #J-18808-Ljbffr

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr's unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Overview Sprinklr is looking for a Lead Solutions Consultant to partner with Sales and drive revenue growth through advanced solution design and strategic customer engagement. Design and present customized solutions using Sprinklr's AI-powered Unified-CXM platform. Collaborate with Sales and consulting teams to integrate AI and data science capabilities into customer environments. Showcase advanced automation solutions, including agentic AI and AI-powered workflows. Architect scalable, high-performance, and cost-efficient enterprise solutions. Provide strategic guidance on data architecture, API integrations, and multi- and hybrid-cloud environments. Lead key pre-sales activities such as executive presentations, technical workshops, RFP responses, and proof-of-concept engagements. Partner with the broader Sprinklr ecosystem to validate requirements and deliver "art-of-the-possible" demonstrations. Apply design thinking and human-centered design principles to enterprise experience solutions. Travel up to 40% and remain local to key customer regions. • Bachelor's degree in Computer Science, Mathematics, or Engineering; Master's degree preferred., • 8+ years of experience in enterprise architecture, data architecture, and Contact Center/UC environments., • 5+ years designing solutions within CCaaS platforms., • Experience implementing AI-driven solutions for martech and social platforms., • Expertise in cloud contact center ecosystems (e.g., Genesys, Amazon Connect, NICE, Five9)., • Strong communicator with the ability to translate technical concepts into business value., • Demonstrated thought leadership through publishing, speaking, or industry engagement., • Proven ability to lead deep architectural discovery engagements. Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world's leading enterprise brands. We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Sprinklr is proud to be an equal employment opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. #J-18808-Ljbffr

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data-driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands-on, customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer’s most complex and business critical problems to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam. A critical dimension of this role is Customer Data Readiness — assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI-ready before agents go live. You will work at the intersection of contact center operations and applied AI, helping customers move from proof-of-concept to pre-production for their Amazon Connect deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. Key job responsibilities Strategic Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans. Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses. Agentic AI Architecture and forward deploy implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration. A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries. Integration Architecture and Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases). Cloud Data Access: Architect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG). Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation. Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment. Field Enablement: Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns. A day in the life Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration Designing prompt strategies and evaluating model performance across different foundation models Building Lambda functions and API integrations that serve as tools for AI agents Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise Configuring knowledge bases and data connectors for RAG-powered agent responses Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction Conducting architecture reviews and providing prescriptive guidance for production readiness Documenting implementation patterns and contributing to the team's knowledge base The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production-ready with Amazon Connect's Unlimited AI features. Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. Bachelor's degree in computer science, engineering, mathematics or equivalent 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows Experience with CX/CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies. Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.) AWS EMEA SARL (UK Branch) Job ID: A10595525 ‹ Previous Next › word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 mmMwWLliI0fiflO&1 #J-18808-Ljbffr

HSBC Holdings plc in the United Kingdom seeks an experienced Product Owner for Voice SVS to lead end-to-end voice capabilities on Genesys Cloud CX. You will own the vision, roadmap, and backlog, delivering IVR, routing, and telephony integrations while aligning with architecture, security, and operations standards. You will collaborate with senior stakeholders across geographies, define success metrics, and manage a transparent backlog to ensure reliable delivery and platform health. #J-18808-Ljbffr

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further. We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions. We’re currently seeking an experienced professional to join our team in the role of Product Owner – Voice SVS. The Senior Product Owner (Sub Value Stream – Voice SVS) is the accountable product leader for end-to-end Voice capabilities, with ownership of the enterprise telephony platform design and product strategy for Genesys Cloud CX. The role owns the vision, roadmap, and backlog for standard voice platforms and services, ensuring reliable delivery and operation of Genesys Cloud CX capabilities including IVR, routing, outbound diallers/campaigns, and telephony integrations. As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution. In this role you’ll: • Define the product vision, long-term roadmap and strategy for Voice SVS in partnership with senior stakeholders, • Own the end‑to‑end lifecycle for Genesys Cloud CX voice capabilities including IVR, routing, outbound dialling and telephony integrations, • Set telephony platform design direction for Genesys Cloud CX aligned to architecture, security, compliance and operational standards, • Build and prioritise a transparent backlog with clear epics, user stories and acceptance criteria, • Balance value, run reliability, risk, dependencies and constraints across multiple teams and locations, • Align cross-functional agile delivery across telephony, network, infrastructure and integration teams to land outcomes end‑to‑end, • Govern cross-team IVR and voice change approvals including impact assessment, cutover planning and service acceptance, • Define and track KPIs for adoption, performance and release success then use insights to strengthen platform health and delivery outcomes To be successful in this role you should meet the following requirements: • Bring proven Product Owner or Product Manager experience delivering telephony or contact centre capabilities on Genesys platforms, • Demonstrate hands‑on experience with Genesys Cloud CX including ownership of roadmap and backlog and delivery of voice outcomes such as IVR, routing, outbound and telephony integration, • Apply strong requirements gathering and analysis to translate business processes into clear functional and non‑functional requirements with robust acceptance criteria, • Partner effectively with senior stakeholders across geographies and cultures using clear communication, facilitation, negotiation and influencing skills, • Establish success criteria and KPIs then interpret data to prioritise work using ROI and value‑based approaches, • Engage engineering teams on feasibility, design decisions, quality and technical debt using a solid technical foundation, • Coordinate delivery across multiple teams to manage dependencies, trade‑offs and competing priorities in an interdependent environment, • Operate comfortably with platform run responsibilities including operational readiness, stability and release cadence expectations Opening up a world of opportunity. Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio‑economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via . #J-18808-Ljbffr

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark. It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled. We are seeking a Level 3 Contact Center Engineer / Senior SME to own high‑severity, complex, and business‑critical incidents across Genesys Cloud CX and Cisco Unified Contact Center Enterprise (UCCE) platforms supporting mission‑critical enterprise Voice Network. This role acts as the final escalation point (L3) and provides deep technical leadership across cloud and on‑prem contact center architectures, including voice media, routing, integrations, and underlying network and infrastructure dependencies. The engineer will lead cross‑functional triage, perform deep root‑cause analysis, guide platform stability initiatives, and mentor Level‑2 engineers. • Act as L3 escalation for all high‑severity P1/P2 contact center incidents across Genesys Cloud CX and Cisco UCCE., • Lead technical triage, incident bridges, and resolution strategy during major outages in coordination with the Technical Manager., • Perform deep root cause analysis (RCA) across contact center applications, voice, network, IVR, CRM, and infrastructure layers., • Identify systemic weaknesses and eliminate repeat incidents through structural corrective actions., • Author executive‑ready RCA documents including business impact, preventive actions, and long‑term remediation plans., • Drive problem management, corrective action tracking, and service stabilization initiatives., • Own advanced troubleshooting of SIP signaling, call setup, and session negotiation (Genesys Cloud CX & UCCE)., • Diagnose RTP media issues including one‑way audio, packet loss, jitter, latency, and codec mismatches., • Lead investigations involving SBCs, gateways, carriers, PSTN, and hybrid cloud/on‑prem voice paths., • Collaborate with network and security teams on NAT, firewall rules, QoS, load balancing, and voice path optimization., • Provide L3 operational and troubleshooting support for Cisco UCCE contact center environments., • Troubleshoot and support core UCCE components, including:, • UCCE (PG, Rogger, AW, HDS), • CUCM call control and SIP trunks, • CVP (Call Server, VXML, Reporting), • ICM scripting, routing logic, and call flow behavior, • Diagnose call routing failures, agent state issues, peripheral gateway problems, and CTI integration defects., • Support CTI integrations with CRM systems and third‑party applications., • Analyze logs, router traces, CVP logs, CUCM traces, and network captures to isolate complex issues., • Partner with Cisco TAC and internal infrastructure teams during critical incidents., • Support hybrid contact center environments, including coexistence or migration scenarios between UCCE and Genesys Cloud CX., • Design, review, and optimize:, • Routing strategies and interaction handling models, • Integration, redundancy, and failover patterns, • Review and approve high‑risk production changes, ensuring rollback and recovery plans are clearly defined., • Own deep understanding of platform limits, capacity thresholds, and scaling behavior., • Define and validate disaster recovery, failover, and high‑availability strategies., • Maintain accurate architecture diagrams, call flow designs, and failure‑mode documentation., • Troubleshoot complex integrations involving:, • Salesforce CTI, APIs, OAuth, and data synchronization, • Microsoft Dynamics CRM, • UCCE CTI / CVP / third‑party integrations, • Act as technical liaison between:, • Network, voice, SBC, and carrier teams, • CRM and application teams, • Security, IAM, and compliance teams, • Challenge vendor or carrier conclusions when technical evidence indicates alternate root causes., • Review changes for risk assessment, production readiness, and operational impact across both platforms., • Provide technical approval guidance for CAB and high‑risk changes., • Validate upgrades, patches, and new feature rollouts from a stability and resilience standpoint., • Ensure operational readiness before go‑live, including fallback and monitoring strategies., • Drive MTTR reduction through engineering improvements and root‑cause elimination., • Design or guide proactive monitoring, diagnostics, and health‑check automation initiatives., • Mentor and guide Level‑2 engineers on advanced troubleshooting and architecture best practices., • Maintain and evolve SOPs, operational runbooks, and architecture documentation., • Contribute to continuous service improvement initiatives across Run Units., • 6–10+ years of experience supporting enterprise contact center platforms., • Strong hands‑on experience with Genesys Cloud CX., • Proven L3 support experience with Cisco UCCE, including CUCM and CVP., • Contact center routing, call flows, and agent states, • SIP, RTP, voice gateways, SBCs, and carrier interconnects, • Experience with CRM integrations (Salesforce, Dynamics)., • Proven ability to lead P1/P2 incident bridges and cross‑team resolution., • Strong experience in large enterprise, MSP, or Run Unit (RU) environments., • Ability to communicate complex technical issues clearly to stakeholders and executives., • Genesys Cloud CX Professional or Specialist certification, • Cisco certifications (CCNP Collaboration, UCCE exposure), • Cloud networking and security knowledge (AWS, IAM concepts), • Automation, scripting, or health‑check development experience, • Experience supporting regulated or high‑availability environments, • Strong technical ownership and decision‑making capability, • Calm, authoritative leadership during crisis situations, • Structured analytical mindset with strong RCA focus, • Mentorship‑oriented and documentation‑driven, • A supportive, diverse, and global team with a brilliant culture., • Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land., • Great opportunities to make the role your own, upskill yourself and get involved with exciting projects., • Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few., • To know more about us visit – www.hcltech.com, • For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice. #J-18808-Ljbffr

CL7 – Manager London 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. As an Agentic Strategy & Advisory Lead in Accenture Song Service, you will play a pivotal role in shaping the AI agenda for our clients at executive level, translating agentic capability into compelling business cases, measurable outcomes and strategic roadmaps. Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes by shaping exceptional agentic experiences that deliver cost transformation and drive growth. We focus on: • Reinventing customer service across physical, digital and AI-powered channels, • 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, • Ensuring the services we design deliver real value for customers, • We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. Help shape our clients’ AI agenda • Lead AI strategy engagements. Develop executive-level narratives that connect agentic capability to commercial outcomes, linking agentic capability to growth, efficiency and resilience, • Build business cases and AI investment frameworks for C-suite audiences, • Lead teams in collation of data and Business insights, identifying and prioritising value opportunities for clients, • Translate client CX requirements into actionable agentic strategies and delivery roadmaps, • Shape agentic programme principles; ensuring the right ambition is set before delivery begins, • Provide a point of view of what AI can do to drive business growth, • Support client decision-making on AI governance, technology selection and operating model design, • Lead multi-workstream strategy engagements with clear governance and quality standards, • Mentor junior team members and drive quality of strategic output across the team, • Partner with data teams to direct analysis (of big data), collate and translate insights into strategic client value opportunities, taking accountability for benefits tracking and delivering measurable outcomes, • Craft data‑driven narratives that resonate at C‑suite level though analysis and visualisation to a clear, actionable insight that shapes client decisions, • Collaborate closely with Forward Deployed Engineers, Experience Designers, Change Leads and delivery teams to integrate strategy into broader transformation programmes, • Contribute to thought leadership, assets and accelerators in agentic strategy and AI, • Support sales, propositions and go-to-market activity, • Develop the next generation of AI advisory talent within Song, • Encourage development of data skills and value focused mindset amongst team members across levels Significant experience in management consulting, AI strategy and/or digital transformation advisory. The most important thing for us is that you display the right mindset: we want strategic thinkers who can translate AI's potential into business reality, work comfortably at C-suite level, and bring genuine AI fluency. • Strong background in management consulting, AI strategy and/or digital transformation, • Proven track record of building and presenting executive-level business cases for AI or technology investment, • Experience operating across the full project lifecycle; from shaping and selling work through to delivery oversight, • Experience translating business priorities into AI strategies, leading business case development and implementing value measurement frameworks, • Proven track record of leveraging data to diagnose organisational pain-points, drive performance and demonstrate tangible business value, • A portfolio of strategy engagements that demonstrate commercial impact, • Proven ability to lead with clarity and influence in ambiguous, fast-moving environments, • Strong understanding of Agentic AI and how these capabilities scale across programmes, • Confident working knowledge of data structures and value measurement, able to interrogate technical approaches, shape requirements and lead delivery teams with credibility, • Working knowledge of or alongside:, • GenAI-enabled services (e.g. conversational AI, agent assist, agentic workflows), • Cloud-based platforms and agentic tooling (e.g. Salesforce Agentforce, AWS Bedrock, Claude Code/Codex/Gemini), • AI governance, responsible AI and emerging regulation, • Data discovery and analysis - awareness of tools visualisation tools, ETL processes etc., • Experience in delivery and/or use of Conversational AI Tooling such as GECX, Amazon Connect, Microsoft Dynamics, PolyAI, Congnigy, Cresta, Sierra, Decagon, Parloa, • Experience of using Open AI, Antropic and Vercel, • Strong analytical and problem-solving capability, • Confident senior stakeholder management and compelling storytelling, • Experience leading and shaping AI initiatives and managing delivery quality, • Understanding of commercial models and deal economics in professional services, • Comfortable leading within agile, collaborative, fast-moving consulting environments, • Can clearly articulate AI strategy rationale and trade-offs to non-technical senior stakeholders, • Certifications in AI strategy, management consulting, value frameworks, • Thought leadership or published point of view on agentic AI, customer service reinvention or AI governance, • Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals, • Hands‑on experience across visualisation tools, SQL, coding languages and ETL processes, with the ability to engage credibly across the full data pipeline 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 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. Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. #J-18808-Ljbffr

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. As an Agentic Strategy & Advisory Lead in Accenture Song Service, you will play a pivotal role in shaping the AI agenda for our clients at executive level, translating agentic capability into compelling business cases, measurable outcomes and strategic roadmaps. Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes by shaping exceptional agentic experiences that deliver cost transformation and drive growth. We focus on: • Reinventing customer service across physical, digital and AI-powered channels, • 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, • Ensuring the services we design deliver real value for customers, • We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption., • Lead AI strategy engagements. Develop executive-level narratives that connect agentic capability to commercial outcomes, linking agentic capability to growth, efficiency and resilience, • Build business cases and AI investment frameworks for C-suite audiences, • Lead teams in collation of data and Business insights, identifying and prioritising value opportunities for clients, • Translate client CX requirements into actionable agentic strategies and delivery roadmaps, • Shape agentic programme principles; ensuring the right ambition is set before delivery begins, • Provide a point of view of what AI can do to drive business growth, • Support client decision-making on AI governance, technology selection and operating model design, • Lead multi-workstream strategy engagements with clear governance and quality standards, • Mentor junior team members and drive quality of strategic output across the team, • Partner with data teams to direct analysis (of big data), collate and translate insights into strategic client value opportunities, taking accountability for benefits tracking and delivering measurable outcomes, • Craft data-driven narratives that resonate at C-suite level, translating complex analysis and visualisation into clear, actionable insight that shapes client decisions, • Collaborate closely with Forward Deployed Engineers, Experience Designers, Change Leads and delivery teams to integrate strategy into broader transformation programmes, • Contribute to thought leadership, assets and accelerators in agentic strategy and AI, • Support sales, propositions and go-to-market activity, • Develop the next generation of AI advisory talent within Song, • Encourage development of data skills and value focused mindset amongst team members across levels Significant experience in management consulting, AI strategy and/or digital transformation advisory. The most important thing for us is that you display the right mindset: we want strategic thinkers who can translate AI's potential into business reality, work comfortably at C-suite level, and bring genuine AI fluency. • Strong background in management consulting, AI strategy and/or digital transformation, • Proven track record of building and presenting executive-level business cases for AI or technology investment, • Experience operating across the full project lifecycle; from shaping and selling work through to delivery oversight, • Experience translating business priorities into AI strategies, leading business case development and implementing value measurement frameworks, • Proven track record of leveraging data to diagnose organisational pain-points, drive performance and demonstrate tangible business value, • A portfolio of strategy engagements that demonstrate commercial impact, • Proven ability to lead with clarity and influence in ambiguous, fast-moving environments, • Strong understanding of Agentic AI and how these capabilities scale across programmes, • Confident working knowledge of data structures and value measurement, able to interrogate technical approaches, shape requirements and lead delivery teams with credibility, • Working knowledge of or alongside:, • GenAI-enabled services (e.g. conversational AI, agent assist, agentic workflows), • Cloud-based platforms and agentic tooling (e.g. Salesforce Agentforce, AWS Bedrock, Claude Code/Codex/Gemini), • AI governance, responsible AI and emerging regulation, • Data discovery and analysis - awareness of tools visualisation tools, ETL processes etc., • Experience in delivery and/or use of Conversational AI Tooling such as GECX, Amazon Connect, Microsoft Dynamics, PolyAI, Congnigy, Cresta, Sierra, Decagon, Parloa, • Experience of using Open AI, Antropic and Vercel, • Strong analytical and problem-solving capability, • Confident senior stakeholder management and compelling storytelling, • Experience leading and shaping AI initiatives and managing delivery quality, • Understanding of commercial models and deal economics in professional services, • Comfortable leading within agile, collaborative, fast-moving consulting environments, • Can clearly articulate AI strategy rationale and trade-offs to non-technical senior stakeholders, • Certifications in AI strategy, management consulting, value frameworks, • Thought leadership or published point of view on agentic AI, customer service reinvention or AI governance, • Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals, • Hands‑on experience across visualisation tools, SQL, coding languages and ETL processes, with the ability to engage credibly across the full data pipeline 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 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. SNGCR01 #J-18808-Ljbffr

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. 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. As an AI CX Delivery Consultant in Accenture Song Service, you will design and build agentic experiences to production, working at the intersection of CX strategy and engineering to deliver AI systems that work. Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work. • 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 We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. • Design and build agentic experiences end-to-end, from brief to deployed agent in a production environment, • Prompt engineer, test and iterate on deployed AI agents across client use cases, • Work across LangGraph, LangChain, Claude Code/Codex/Gemini and RAG pipelines, • Implement RAG and vector database solutions (Pinecone, Weaviate, LlamaIndex), • Deploy across cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio, • Hold the full stack from CX design to shipped agent, • Collaborate with AI Experience Designers, Conversational PMs and Strategy leads, • Translate CX requirements into technical implementations, • Contribute to Song's reusable agentic delivery assets and accelerators, • Stay at the frontier of agentic tooling; new frameworks, model releases, platform updates, • Build your craft in production AI engineering within a supported, high-growth environment Professional engineering experience with hands-on involvement in AI or agentic systems in production, not just in demos. The most important thing for us is that you have the right combination of engineering skill and design curiosity. We want people who think about what the agent experience feels like, not just whether the code runs. • Engineering background with production experience in Python and similar languages across AI systems, • Hands-on experience with at least one agentic framework (LangGraph, LangChain, CrewAI or equivalent), • Experience with foundation model APIs (Claude API, OpenAI API or Vertex AI), • RAG implementation experience with at least one vector database, • Cloud deployment experience across AWS, GCP or Azure, • Evidence of AI systems you have built and deployed to production — not just notebooks, • Agentic experience and experience delivering GenAI-enabled services (e.g. conversational AI), • Practical experience with:, • Agentic frameworks: LangGraph, LangChain, CrewAI, Agentforce or similar, • Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock, • Vector databases: Pinecone, Weaviate, LlamaIndex or pgvector, • Cloud platforms: AWS Bedrock, GCP Vertex AI or Azure AI Studio, • Clear communication; able to explain technical decisions to non-engineers, • Collaborative and team-oriented; comfortable in multi-disciplinary delivery environments, • Self-directed and proactive; able to manage your own delivery within a project structure, • Eagerness to grow in a client-facing engineering role, • Telco or Financial Services experience is a strong value add, • Open source contributions to agentic or LLM tooling, • Personal projects demonstrating production AI engineering outside of employment, • Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • EU AI Act or AI governance awareness, • Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals 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 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. #J-18808-Ljbffr

BearingPoint is an independent management and technology consultancy with European roots and a global reach. We combine industry insight, business transformation and technology delivery to help clients address complex strategic and operational challenges. We are seeking an experienced Technical Enterprise Architect to provide architectural leadership across complex transformation programmes involving Microsoft Dynamics 365 CRM, Power Platform and wider enterprise application landscapes. The successful candidate will define target architectures, guide strategic technology choices, establish governance, and ensure that business applications, data, integration, security and cloud services operate as a coherent whole. Awareness of non-Microsoft platforms is important because recommendations must reflect client outcomes and the existing estate rather than default to a single vendor. The Enterprise Architect will provide the architectural backbone for major programmes, aligning business strategy with application, data, integration, security and infrastructure decisions. The role is the senior bridge between programme sponsors, business stakeholders, internal technology functions, delivery teams and systems integration partners. The architect will own the overarching blueprint and roadmap, lead design authority, manage architectural risk and technical debt, and assure that solution choices remain scalable, supportable and aligned with long-term enterprise objectives. • The opportunity to influence high-profile transformation programmes and executive technology decisions., • A platform to shape propositions, architecture standards, delivery methods and go-to-market activity., • Collaboration across Microsoft, industry, data, cloud, ERP and business transformation specialists., • A strong focus on professional development, knowledge sharing and recognised architecture expertise., • An environment where architects can make platform-aware but outcome-led recommendations., • Translate business strategy and capability priorities into target-state enterprise architectures., • Develop architecture visions, principles, roadmaps, transition states and investment recommendations., • Assess the current application and technology estate, identifying duplication, constraints, risk and technical debt., • Define architecture standards and reusable patterns across business applications, data, integration, security and cloud., • Ensure designs support long-term operating-model and business outcomes, not only the initial implementation., • Own the enterprise architecture for Dynamics 365 CRM and Power Platform adoption., • Guide architecture across Dynamics 365 Sales, Customer Service, Customer Insights, Dataverse, Power Apps, Power Automate, Power Pages and Copilot Studio., • Lead decisions on configure, extend, integrate, build or retire., • Maximise standard platform capability while controlling unnecessary customisation., • Define environment, tenant, security, governance and Application Lifecycle Management strategies., • Define how Dynamics 365 and Power Platform integrate with ERP, digital, contact-centre, marketing, identity, data and line-of-business platforms., • Establish API-led, event-driven, batch and real-time integration patterns., • Guide the use of Azure Integration Services, APIs, middleware and enterprise integration platforms., • Set expectations for resilience, observability, performance, failure handling and ownership., • Ensure clear system-of-record, master-data and data-responsibility boundaries., • Define data architecture across Dataverse, enterprise data platforms, reporting and analytics services., • Support customer, reference and master-data strategies, including quality, lineage, retention and access., • Evaluate Microsoft Fabric, Power BI, Azure AI, Copilot and agent capabilities within the wider enterprise landscape., • Ensure AI-enabled solutions have appropriate grounding, security, privacy, oversight and governance., • Set enterprise architecture expectations for identity, access, data protection, compliance and audit., • Own or assure non-functional requirements covering scalability, availability, resilience, performance and supportability., • Identify architectural risks, assumptions, dependencies and constraints early and maintain them throughout delivery., • Ensure security and operational considerations are incorporated into architecture decisions and delivery gates., • Chair or lead Architecture Review Boards and Technical Design Authorities., • Review and approve solution designs, integration designs, data designs and major change requests., • Maintain architecture decision records, standards, waivers, roadmaps and programme-level architecture artefacts., • Assure internal and partner deliverables against the agreed architecture and standards., • Provide traceability from business capabilities and requirements to architecture decisions and delivery outcomes., • Act as a trusted advisor to programme sponsors, CIOs, CTOs, business leaders and enterprise technology teams., • Lead executive workshops, architecture assessments and strategic option analysis., • Explain complex architecture choices in business language, including cost, value, risk and delivery implications., • Support major bids, proposals, estimates, client presentations and account development., • Coach solution, technical and functional architects and help grow BearingPoint architecture capability., • Significant experience in enterprise application, solution or technology architecture roles., • Demonstrable leadership of complex, multi-workstream and multi-vendor transformation programmes., • Experience creating target architectures, transition roadmaps, architecture principles and governance models., • Ability to operate across business, application, data, integration, security and infrastructure domains., • Deep architecture expertise in Microsoft Dynamics 365 CRM / Customer Engagement., • Strong expertise in Power Platform and Dataverse, including governance, security and ALM., • Experience with Dynamics 365 Sales and Customer Service; Customer Insights experience is advantageous., • Understanding of Microsoft 365, Azure, Microsoft Fabric, Power BI and Copilot-related capabilities., • Strong knowledge of APIs, integration patterns, middleware, event-driven design and data movement., • Experience integrating CRM with ERP, digital channels, contact-centre, identity and data platforms., • Understanding of enterprise data architecture, governance, master data and analytics., • Strong executive stakeholder engagement and influencing skills., • Ability to create clear architecture narratives, options, decisions and roadmaps., • Experience leading design authority and assuring partner or supplier deliverables., • Commercial awareness and experience supporting presales, proposals or investment cases. Experience of one or more non-Microsoft technologies would be advantageous. The objective is not necessarily deep implementation expertise in every product, but the ability to position Dynamics 365 and Power Platform appropriately within heterogeneous enterprise estates. • CRM, service & workflow, • ERP & enterprise applications, • Digital experience & contact centre, • Cloud, data & integration, • Architecture & process tooling, • Salesforce, ServiceNow, Pegasystems, Appian, OutSystems, • SAP, Oracle, IFS, Workday, • Adobe platforms, Genesys and other digital or contact-centre technologies, • AWS, Google Cloud, Snowflake, Databricks, Informatica, MuleSoft, Boomi, • Architecture & process tooling, • SAP LeanIX, SAP Signavio and comparable architecture repositories, • TOGAF, ArchiMate or an equivalent enterprise architecture credential., • Microsoft Certified: Power Platform Solution Architect Expert., • Relevant Dynamics 365 and Azure architecture certifications., • Security, data, cloud or architecture-governance certifications are advantageous., • Degree-level education or equivalent professional experience., • Strategic and commercially aware, with the ability to connect architecture to measurable outcomes., • Confident operating with executive stakeholders while remaining credible with delivery teams., • Platform-aware but vendor-neutral in decision-making., • Pragmatic, structured and comfortable making decisions in ambiguous environments., • Collaborative, inclusive and able to align stakeholders with competing priorities., • Committed to secure, responsible and sustainable technology choices., • A coherent target architecture and roadmap understood by business and technology stakeholders., • Reduced delivery risk through early, deliberate and traceable architecture decisions., • Appropriate use of standard Dynamics 365 and Power Platform capability with controlled customisation., • Effective integration of Microsoft platforms into the wider enterprise estate., • Strong architecture governance, design quality and management of technical debt., • Trusted‑advisor relationships and a visible contribution to BearingPoint practice growth. BearingPoint provides ahighly competitive and flexible benefits packagedesigned to support employee well-being, career development, and work-life balance. This includesprivate health and dental insurance,pension contributions,annual bonuses,gym membership support,professional subscriptions,paid maternity and paternity leave,income protection, nursery workplace benefits and many more. Plus, we offer: • Professional development: In order to aid career progression, you will be provided with the opportunity to attend exclusive business courses to help accelerate professional and network growth., • Being part of a team with an entrepreneurial spirit that values stewardship and developing both our people and future generations. We want someone to seize the opportunity to drive us forward in directions that are meaningful to them and our clients, • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. BearingPoint is an equal opportunities employer. We are committed to having a diverse and inclusive workforce where each individual feels they belong. Fostering a work environment with a strong sense of community and where everyone can thrive is a core pillar of our business. We are focused on attracting and retaining the best people with the right skills and the desire to deliver excellent results, regardless of background. In return, we will provide a working environment in which everyone feels valued and has the opportunity to fulfil their potential, where their talents are fully utilised and company goals are met. We celebrate the strength that comes from our similarities and our differences through local initiatives which promote inclusion, outreach, and respect. #J-18808-Ljbffr

We are the Google Edge team—a specialized group of engineers, architects, and builders delivering tailored Google Cloud solutions for mid-market, high-growth, and fast-paced enterprises. We partner with dynamic organizations to connect them with the right combination of Accenture solutions and Google Cloud products to accelerate business transformation and solve real-world problems, quickly. We're expanding our team to meet the unique, rapid execution needs of the Edge segment. Accenture Edge is Accenture’s purpose-built business serving high-growth mid-market organizations with annual revenues between $300 million and $3 billion. Leveraging the power of AI, data, cloud, and Accenture’s deep industry expertise, Edge helps clients accelerate digital transformation, drive operational excellence, and achieve measurable business outcomes through innovative, scalable, and right-sized solutions tailored to their growth ambitions. By combining industry-leading talent, proven methodologies, and strategic ecosystem partnerships, Accenture Edge enables organizations to reinvent how they operate, enhance customer experiences, and create sustainable value in an increasingly AI-driven world. Accenture Edge | Built for Your Scale Applications are the fabric of how modern businesses run — and most companies are stuck on aging platforms that can't keep up. Application modernization on Google Cloud is about more than a lift-and-shift — it's about rearchitecting how companies build, deploy, and scale software. From containerized microservices on GKE to API-first architectures on Apigee to AI-augmented development with Gemini Code Assist, we help clients transform their application estates into modern, cloud-native platforms that move as fast as their business does. Demand is accelerating as companies race to modernize — and our Edge clients need lean, agile leaders who can shape the delivery and drive the transformation You are the kind of leader who lives at the intersection of deep code and big-picture strategy. An enthusiastic, firsthand GCP practitioner, you know that great software isn’t just about elegant architecture, but about solving real-world problems. You are as comfortable personally building a complex solution that harnesses the full power of Google Cloud as you are leading a diverse, high-performing team to a successful launch. With a powerful consultative mindset and a deep curiosity for the 'why,' you convert complex business requirements into brilliant technical solutions. You are an exceptional communicator, an evangelist for modern engineering, and the trusted expert who bridges the gap between a client's vision and its technical reality. As a GCP delivery executive, you will be a technical and product-centric engineering lead in consulting and engineering projects, customizing Google Cloud solutions for client requirements. You will partner with Accenture's global delivery teams by providing superior technical expertise and product innovation skills. Your role is to execute complex technology solutions for our clients by designing, building, and integrating cloud-native solutions. You will function as a trusted project leader, guiding others in the project team and be the expert on specific Google Cloud technologies/products. You will build and lead a team of world-class engineers, defining best practices, mentoring their growth, and driving the adoption of modern engineering. Lead and grow a practice of Google Cloud engineers by managing the workforce, defining best practices, and mentoring team members for professional growth. Manage and mentor on-shore and off-shore project teams, conduct reviews, and collaborate with cross-functional stakeholders to ensure alignment and delivery excellence. Act as a key technical advisor for sales and delivery, providing technical and functional expertise for our assets and offerings, and collaborate with our offering team to drive continuous innovation Design, build, test, and deploy complex, cloud-native solutions on Google Cloud, working across the entire service delivery lifecycle from concept to production. Work directly with clients to understand business objectives, translate requirements into solutions, solve unique challenges and act as a technical advisor for the client throughout the project. Drive the adoption of modern engineering and Agile methodologies, coaching the practice to deliver high-quality software at pace. Accountable for delivering multiple, concurrent client projects to the highest standard by managing global teams and senior stakeholder relationships. Leverage your deep expertise to provide delivery leadership and execute delivery of high-impact solutions in these Google Cloud domains: Build data pipelines and analytics solutions using BigQuery, Dataflow, and Looker. Contribute to the design and development of AI solutions using Vertex AI, Gemini models, and Retrieval-Augmented Generation (RAG). Design and build solutions that integrate with modern security operations platforms. Develop automated response workflows and leverage threat intelligence by using tools such as Google Chronicle Security Operations (SIEM/SOAR), Mandiant, and Security Command Center. Build data-driven marketing solutions by unifying customer data from multiple sources into Google Cloud. Leverage BigQuery and Vertex AI to develop predictive audience segments and enable hyper-personalized customer experiences across channels. Implement and customize solutions like Contact Center AI (CCaaS) to transform customer experiences. Deliver solutions leveraging Google Kubernetes Engine (GKE), Apigee, and modern CI/CD practices. Design and build custom integrations for Google Workspace, using APIs and Google Apps Script to automate workflows and connect productivity tools with enterprise systems. Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements. • Accelerate Your Expertise: Gain early access to cloud innovations and accelerate your expertise in Google Cloud solutions—one of the fastest-growing areas in technology., • Lead Innovative Projects: Work on meaningful projects for clients, powered by the latest Google technologies like Gemini, Vertex AI, and BigQuery, • Grow Your Career: Accenture will continually invest in your learning and growth, supporting you in expanding your tech stack and earning certifications., • Be Part of a Vibrant Community: Join a diverse, global Accenture/Google community that is continually pushing the boundaries of what’s possible., • Significant experience in a hands-on, client-facing technology role (e.g., Cloud Engineer, Solution Architect, Senior Developer, Technology Consultant)., • Practical, hands-on experience architecting and leading the delivery of solutions on Google Cloud Platform (GCP)., • Formal leadership experience, with proven experience managing, coaching, and mentoring technical teams., • Experience leading project teams distributed across the globe and managing multiple concurrent project streams., • Bachelor's degree in Computer Science, Engineering, or equivalent work experience., • Consulting experience leading solution delivery, practice management, innovation and stakeholder management, • Expertise in product-led engineering, operating models and engineering best practices, • Industry and/or functional expertise across one our more solution domains, • Deep expertise across the GCP ecosystem, including:, • Infrastructure as Code (Terraform), CI/CD tools (Jenkins, GitHub Actions), and containerization (GKE, Docker)., • Data integration using services like Cloud Dataflow or Pub/Sub, API development with Apigee, and working with Google Cloud databases such as Cloud SQL, Spanner, or Bigtable., • Google Chronicle Security Operations, Security Command Center, or other SIEM/SOAR platforms., • Marketing analytics, customer data platforms (CDP), or building solutions for marketing and sales, • Experience with Google Workspace APIs and Google Apps Script for building custom integrations and automations., • Hands-on experience with Google CES (CCaaS) or other contact center technologies (e.g., Genesys, NICE, Amazon Connect)., • Multiple Google Cloud Professional certifications (e.g., Professional Cloud Architect, Professional Data Engineer, Professional Machine Learning Engineer). Google Edge is a specialized Accenture team delivering tailored Google Cloud solutions for high-growth mid-market organizations. Working at the intersection of innovation, cloud technology, and business transformation, the team helps organizations accelerate growth through scalable solutions powered by AI, data, cloud, and industry expertise. As part of Accenture Edge, professionals have the opportunity to partner with dynamic organizations and connect them with best-in-class Google Cloud technologies and Accenture capabilities. By combining deep industry knowledge, ecosystem partnerships, and innovative delivery approaches, Google Edge enables clients to achieve measurable business outcomes and sustainable growth in an increasingly AI-driven world. Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Accenture is an equal opportunities employer and welcomes 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, or any other basis as protected by applicable law. #J-18808-Ljbffr

Salesforce Service Cloud Lead Location: United Kingdom – London or Manchester Career Level: Senior Manager Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of the Salesforce Business Group, you’ll support a portfolio of clients spanning across all key industries. Helping 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. Accenture has established a global commitment to Salesforce called the Salesforce Business Group (SFBG); a focused executive-level effort between Salesforce and Accenture to turbo-charge our joint business and deliver outstanding customer experiences for our clients. The Accenture Salesforce Business Group exists to help our clients create the best customer and employee experiences on the planet. We do this through leveraging deep expertise across sales, service, marketing and operations transformation. With extensive knowledge of Salesforce’s industry-leading capabilities, we help clients modernise how they engage customers, empower employees, and drive operational excellence. You will join a team that combines the energy of a start‑up with the scale and reach of one of the world's largest Salesforce practices. Working alongside industry experts, Salesforce product specialists, and senior business leaders, you will help shape the future of customer service transformation for some of the world's most recognised organisations. • Serve as the Salesforce Business Group's lead subject matter expert for Customer Service, providing strategic leadership across business, technology and operating model transformation., • Own and develop the overall Service capability within the UK Salesforce Business Group, helping define our go-to-market strategy, offerings, thought leadership and growth agenda., • Act as a trusted advisor to senior client stakeholders, including CIOs, Chief Customer Officers, Chief Digital Officers, Heads of Customer Operations and Contact Centre leaders., • Lead large-scale Service Cloud and Agentforce transformation programmes, from vision and strategy through to solution design and delivery., • Shape and drive customer service modernisation initiatives focused on omnichannel engagement, contact centre transformation, workforce productivity, customer self-service and AI-powered service operations., • Help clients understand and adopt the next generation of customer service capabilities enabled by Agentforce, Generative AI and autonomous agents, balancing business value, governance and operational impact., • Lead pre-sales activities, including opportunity shaping, executive presentations, solution strategy, commercial estimation and proposal development., • Define Service Cloud target architectures, operating models and transformation roadmaps aligned to business objectives., • Partner closely with Salesforce and Accenture leadership to build market presence and strengthen our position as a leading Customer Service transformation practice., • Coach, mentor and develop Service Cloud consultants, architects and delivery teams across the Salesforce Business Group. We are looking for experience in the following skills: • Extensive experience leading end-to-end Salesforce Service Cloud transformation programmes and customer service modernisation initiatives., • Deep understanding of customer service operations, including:, • Contact centre and call centre operations, • Case management, • Omnichannel service, • Workforce productivity, • Knowledge management, • Digital self-service, • Customer support operating models, • Service metrics and performance management, • Proven ability to engage and influence senior executives and conduct strategic conversations with CIO-level stakeholders on customer service technology, organisational transformation and AI adoption., • Strong understanding of Salesforce Service Cloud capabilities, including Case Management, Omnichannel Routing, Digital Engagement, Knowledge, Field Service integration, Service Intelligence and Contact Centre transformation., • Experience defining service transformation strategies that combine process improvement, operating model redesign and technology enablement., • Deep knowledge of Agentforce and emerging AI-powered service capabilities, with an understanding of how agentic AI will reshape customer service organisations over the coming years., • Proven ability to architect enterprise-scale Salesforce Service solutions while balancing scalability, security, performance, maintainability and operational excellence., • Strong commercial and consulting skills, including business case development, roadmap definition, executive storytelling and stakeholder management., • Experience developing industry-leading propositions, offerings and thought leadership in the customer service domain., • Ability to work creatively and analytically in problem-solving environments, thriving in dynamic and collaborative teams., • Salesforce Certified Service Cloud Consultant, • Salesforce Certified Administrator, • Salesforce Certified Agentforce Specialist Additional Salesforce Architect, AI or Industry certifications are highly desirable • Recognised expertise in customer service transformation, contact centre strategy or customer operations consulting., • Experience with leading Contact Centre as a Service (CCaaS) platforms such as Amazon Connect, Genesys, NICE, Five9 or Cisco., • Strong understanding of the future of customer service in an AI-first and agentic operating environment., • Active participation in the Salesforce community through thought leadership, speaking engagements or industry contributions., • An understanding of the CIO, Chief Customer Officer and Customer Operations leadership agenda, including priorities, challenges, emerging technologies and performance metrics., • Experience helping organisations define the role of autonomous agents alongside human agents within future service operating models. 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. London Manchester 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. 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 www.accenture.com. #J-18808-Ljbffr

Job Title: Voice Platform Architect Principal Job Location: GBR-London-BTHQ One Braham, HUN Budapest ONE, IND-Gurugram-IQ Advertised Salary: competitive Please be noted that the role will be flexibile to be considered to be based in UK, Hungary, India or other European countries. We are seeking a highly experienced Voice, Unified Communications, Contact Centre & Voice Agent Architect to define and deliver the next generation of enterprise communications solutions for Forbes 2000 companies . This role combines deep expertise in telecommunications, Unified Communications (UC), Contact Centre technologies, API-led integration, and Agentic AI architectures. The successful candidate will lead the evolution of intelligent communication ecosystems that leverage AI agents, orchestration frameworks, automation platforms, APIs, and cloud-native technologies to transform customer experiences at the session layer and B/OSS workflow. The architect will act as the bridge between Customer and Portfolio requirements into Behaviour Driven Development following SAFe Lean-Agile principles into measurable business outcomes. • Define strategic target state architecture for Telephony, UC, collaboration, CPaaS and CCaaS services., • Develop architectures for Number Management, Emergency Service, Regulatory Compliance and Carrier Interconnects., • Lead the adoption of Agentic AI and AI Harness methodologies across voice platforms., • Establish standards for event-driven architectures and AI DevSecOps with Agentic control., • Prove architecture hypothesis with proof of value accountability, • Adjudicate design and investment cases at the architectural control board and support submissions to the BTI investment board, • Ensure designs are resilient, secure and compliant to international regulatory conditions through proactive testing and monitoring., • Champion Behaviour Driven Development following SAFe Lean-Agile principles., • Drive vendor assessments and technology selections., • Lead exit of legacy capabilities and tooling for customer and service migrations, • Proven principal-level architecture leadership experience within large and complex enterprise environments., • Demonstrated ability to define technology strategy and influence executive stakeholders across business and technology functions., • Experience communicating architectural direction, transformation strategy and investment recommendations at executive leadership level., • Extensive expertise in: SIP, IMS, SBCs, Carrier interconnects, Telecom regulations, Call Servers, Number Management, Messaging, Fraud, Shaken/Stir, Media Servers/Gateways, IVR and agentic voice applications inc operational hands on experence., • Experience integrating enterprise systems through APIs and automation platforms – Rest APIs, GraphQL, OAuth2, Microservces, Service Level Execution (SLEE), CAMARA & vCON, • Microsoft Teams OC, WebEX UC, Zoom inc phone., • Implementation of TM Forum ODA, ITIL foundation, TOGAF, Opensource developments and software development workflows (GIT, JIRA), • Experience delivering enterprise contact centre architectures – Genesys, Five 9s, WebEx CC., • Hands on deployments in private and public cloud native environments. Openstack, Azure, AWS, GCP inc with VMWare, • Strong understanding of modern software architecture principles and enterprise platform engineering, • Experience with data management and exposure. Kafka, Relational, Time Series & In Memory inc in AWS., • Experience deploying AI agents into operational environments, and prototype with coding agents Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: • Company car scheme (or cash alternative), • 15% on target annual bonus, • Private healthcare for you and your family, • Access to an online private GP 24/7 for you and your immediate family, • Market-leading paid carers leave with up to 2 weeks off, • Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay, • Discounted EE and BT products, including mobile and broadband, • Market leading Pension scheme – 5% from you and 10% from us, • Holiday purchase scheme You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens. #J-18808-Ljbffr

Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data-driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands‑on, customer‑obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer’s most complex and business critical problems to build and execute go‑to‑market plans that turn AWS ideas into multi‑billion‑dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam. A critical dimension of this role is Customer Data Readiness — assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI‑ready before agents go live. You will work at the intersection of contact center operations and applied AI, helping customers move from proof‑of‑concept to pre‑production for their Amazon Connect deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. • Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans., • Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG‑powered responses., • Agentic AI Implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration., • A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi‑agent workflows that span organizational boundaries., • Integration Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases)., • Cloud Data Access: Architect secure access patterns to cloud‑based data systems to power AI agent tool use and retrieval‑augmented generation (RAG)., • Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI‑assisted IDEs) to accelerate development workflows, including spec‑driven development, agent hooks, MCP server configuration, and AI‑assisted code generation., • Pre‑Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment., • Field Enablement: Share learnings, delivering technical deep‑dives, and mentoring other SAs on agentic AI implementation patterns., • Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration, • Designing prompt strategies and evaluating model performance across different foundation models, • Building Lambda functions and API integrations that serve as tools for AI agents, • Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption, • Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer’s enterprise, • Configuring knowledge bases and data connectors for RAG‑powered agent responses, • Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction, • Conducting architecture reviews and providing prescriptive guidance for production readiness, • Documenting implementation patterns and contributing to the team’s knowledge base The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI‑powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production‑ready with Amazon Connect's Unlimited AI features. • Experience within specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics)., • Experience in design, implementation, or consulting in applications and infrastructures, • Experience communicating across technical and non‑technical audiences, including executive level stakeholders or clients, • Experience working with and presenting to C‑level executives, IT, and lines of businesses across organizations or equivalent, • AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, • Knowledge of data structures, data modeling, and database schema, • Experience architecting, migrating, transforming or modernizing customer requirements to the cloud, • Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.), • Hands‑on experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. AWS EMEA SARL (UK Branch) Job ID: A10393427 #J-18808-Ljbffr

We are the Google Edge team—a specialized group of engineers, architects, and builders delivering We are the Google Edge team—a specialized group of engineers, architects, and builders delivering tailored Google Cloud solutions for mid-market, high-growth, and fast-paced enterprises. We partner with dynamic organizations to connect them with the right combination of Accenture solutions and Google Cloud products to accelerate business transformation and solve real-world problems, quickly. We're expanding our team to meet the unique, rapid execution needs of the Edge segment. Accenture Edge is Accenture’s purpose-built business serving high-growth mid-market organizations with annual revenues between $300 million and $3 billion. Leveraging the power of AI, data, cloud, and Accenture’s deep industry expertise, Edge helps clients accelerate digital transformation, drive operational excellence, and achieve measurable business outcomes through innovative, scalable, and right-sized solutions tailored to their growth ambitions. By combining industry-leading talent, proven methodologies, and strategic ecosystem partnerships, Accenture Edge enables organizations to reinvent how they operate, enhance customer experiences, and create sustainable value in an increasingly AI-driven world. Accenture Edge | Built for Your Scale Applications are the fabric of how modern businesses run — and most companies are stuck on aging platforms that can't keep up. Application modernization on Google Cloud is about more than a lift-and-shift — it's about rearchitecting how companies build, deploy, and scale software. From containerized microservices on GKE to API-first architectures on Apigee to AI-augmented development with Gemini Code Assist, we help clients transform their application estates into modern, cloud-native platforms that move as fast as their business does. Demand is accelerating as companies race to modernize — and our Edge clients need lean, agile leaders who can shape the delivery and drive the transformation You are the kind of leader who lives at the intersection of deep code and big-picture strategy. An enthusiastic, firsthand GCP practitioner, you know that great software isn’t just about elegant architecture, but about solving real-world problems. You are as comfortable personally building a complex solution that harnesses the full power of Google Cloud as you are leading a diverse, high-performing team to a successful launch. With a powerful consultative mindset and a deep curiosity for the 'why,' you convert complex business requirements into brilliant technical solutions. You are an exceptional communicator, an evangelist for modern engineering, and the trusted expert who bridges the gap between a client's vision and its technical reality. As a GCP delivery executive, you will be a technical and product-centric engineering lead in consulting and engineering projects, customizing Google Cloud solutions for client requirements. You will partner with Accenture's global delivery teams by providing superior technical expertise and product innovation skills. Your role is to execute complex technology solutions for our clients by designing, building, and integrating cloud-native solutions. You will function as a trusted project leader, guiding others in the project team and be the expert on specific Google Cloud technologies/products. You will build and lead a team of world-class engineers, defining best practices, mentoring their growth, and driving the adoption of modern engineering. Lead and grow a practice of Google Cloud engineers by managing the workforce, defining best practices, and mentoring team members for professional growth. Manage and mentor on-shore and off-shore project teams, conduct reviews, and collaborate with cross-functional stakeholders to ensure alignment and delivery excellence. Act as a key technical advisor for sales and delivery, providing technical and functional expertise for our assets and offerings, and collaborate with our offering team to drive continuous innovation Design, build, test, and deploy complex, cloud-native solutions on Google Cloud, working across the entire service delivery lifecycle from concept to production. Work directly with clients to understand business objectives, translate requirements into solutions, solve unique challenges and act as a technical advisor for the client throughout the project. Drive the adoption of modern engineering and Agile methodologies, coaching the practice to deliver high-quality software at pace. Accountable for delivering multiple, concurrent client projects to the highest standard by managing global teams and senior stakeholder relationships. Leverage your deep expertise to provide delivery leadership and execute delivery of high-impact solutions in these Google Cloud domains: Build data pipelines and analytics solutions using BigQuery, Dataflow, and Looker. Contribute to the design and development of AI solutions using Vertex AI, Gemini models, and Retrieval-Augmented Generation (RAG). Design and build solutions that integrate with modern security operations platforms. Develop automated response workflows and leverage threat intelligence by using tools such as Google Chronicle Security Operations (SIEM/SOAR), Mandiant, and Security Command Center. Build data-driven marketing solutions by unifying customer data from multiple sources into Google Cloud. Leverage BigQuery and Vertex AI to develop predictive audience segments and enable hyper-personalized customer experiences across channels. Implement and customize solutions like Contact Center AI (CCaaS) to transform customer experiences. Deliver solutions leveraging Google Kubernetes Engine (GKE), Apigee, and modern CI/CD practices. Design and build custom integrations for Google Workspace, using APIs and Google Apps Script to automate workflows and connect productivity tools with enterprise systems. Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements. • Accelerate Your Expertise: Gain early access to cloud innovations and accelerate your expertise in Google Cloud solutions—one of the fastest-growing areas in technology., • Lead Innovative Projects: Work on meaningful projects for clients, powered by the latest Google technologies like Gemini, Vertex AI, and BigQuery, • Grow Your Career: Accenture will continually invest in your learning and growth, supporting you in expanding your tech stack and earning certifications., • Be Part of a Vibrant Community: Join a diverse, global Accenture/Google community that is continually pushing the boundaries of what’s possible., • Significant experience in a hands-on, client-facing technology role (e.g., Cloud Engineer, Solution Architect, Senior Developer, Technology Consultant)., • Practical, hands-on experience architecting and leading the delivery of solutions on Google Cloud Platform (GCP)., • Formal leadership experience, with proven experience managing, coaching, and mentoring technical teams., • Experience leading project teams distributed across the globe and managing multiple concurrent project streams., • Bachelor's degree in Computer Science, Engineering, or equivalent work experience., • Consulting experience leading solution delivery, practice management, innovation and stakeholder management, • Expertise in product-led engineering, operating models and engineering best practices, • Industry and/or functional expertise across one our more solution domains, • Deep expertise across the GCP ecosystem, including:, • Infrastructure as Code (Terraform), CI/CD tools (Jenkins, GitHub Actions), and containerization (GKE, Docker)., • Data integration using services like Cloud Dataflow or Pub/Sub, API development with Apigee, and working with Google Cloud databases such as Cloud SQL, Spanner, or Bigtable., • Google Chronicle Security Operations, Security Command Center, or other SIEM/SOAR platforms., • Marketing analytics, customer data platforms (CDP), or building solutions for marketing and sales, • Experience with Google Workspace APIs and Google Apps Script for building custom integrations and automations., • Hands-on experience with Google CES (CCaaS) or other contact center technologies (e.g., Genesys, NICE, Amazon Connect)., • Multiple Google Cloud Professional certifications (e.g., Professional Cloud Architect, Professional Data Engineer, Professional Machine Learning Engineer). Google Edge is a specialized Accenture team delivering tailored Google Cloud solutions for high-growth mid-market organizations. Working at the intersection of innovation, cloud technology, and business transformation, the team helps organizations accelerate growth through scalable solutions powered by AI, data, cloud, and industry expertise. As part of Accenture Edge, professionals have the opportunity to partner with dynamic organizations and connect them with best-in-class Google Cloud technologies and Accenture capabilities. By combining deep industry knowledge, ecosystem partnerships, and innovative delivery approaches, Google Edge enables clients to achieve measurable business outcomes and sustainable growth in an increasingly AI-driven world. Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Accenture is an equal opportunities employer and welcomes 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, or any other basis as protected by applicable law. #J-18808-Ljbffr

We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent fraud. We are changing this by providing organisations with real-time insight into the risk of a caller. We combine patented machine learning technology with our industry consortium to help identify and prevent contact centre fraud. We also provide clients with real-time insight into the authenticity of the call by leveraging our unique network access and relationships. We recognise that we need to work together to fight fraud, that is why we have fostered strategic partnerships with leading global organisations like Amazon, BT, and Genesys. Together, we protect some of the UKs largest banks, insurance companies and emergency services. We also believe in developing our people into high performing teams. We're looking for someone to build out a long term 2-3 year strategic pipeline. As part of the role, you will be expected to do the following: • Build and maintain a 12- 18 month active pipeline to support business objectives, • Build and maintain relevant market awareness through client discussions, market research and industry events, • Provide senior management with clear updates, progress and forecasts as evidenced through the company CRM, • Nurture the customer advocacy program in support of our broader business goals, • Prioritise activities to meet quarterly business targets while maintaining a longer-term strategic pipeline You’ll be helping us achieve our mission by enabling fraud investigators across organisations to collaborate in their fight against fraud using our SaaS platform. The types of areas you’ll look at include: • New Business Development, • Leading client facing discover conversations to establish key business issues, • Understanding and navigating the different approaches to fraud prevention across different sectors, • Helping Clients build business cases for Smartnumbers adoption, • Sharing intelligence and best practice across organisations, • Increasing market awareness by supporting events, posts or other GTM activities, • Building trust and a network of advocates among your client base You’ll be part of an empowered cross functional go to market team that leverages best practice and seeks continual improvement. You’ll be given the freedom to manage your own time with support and guidance from senior sales leadership. You’ll be expected to build, maintain and report on a clear 12-18 month runway of pipeline with dedicated time set aside each week for strategic focus and execution on new business development. Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience: • Numbers Obsessed - You live and breathe your pipeline and progress and take pride in its resilience and accuracy., • Curious - You want to understand the problems our customers face and how we might solve them. You're always looking for new opportunities to learn about our customers, the market, competitors, technology, etc., • Customer Focused - You start with the customer and work back whilst understanding that solutions have to work for our business, • Outcome focused - You can define what success looks like and measure progress towards it, • A clear communicator - You're capable of explaining things regardless of whether it's to a software engineer, salesperson, customer support agent or CEO As well as a competitive salary of circa £100,000 per annum, we offer a comprehensive benefits package, covering a variety of areas, both professional and personal. These benefits include: • Hybrid working style, with the expectation of two days in the office (with a great City of London office base!), • Family friendly benefits including paid parental leave policies, • An extensive health insurance policy for you, with an option to add your family members, • A workplace pension with Hargreaves Lansdown, • Life insurance of 4 x your salary, • Weekly self-development time to spend exploring your professional development interests, • 25 days of annual leave (plus bank holidays), your birthday off, and an opportunity to buy up to 5 days annual leave per year, • A holistic wellbeing support plan encompassing a variety of offerings to assist you. We provide you with a monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance. Additionally, there is a wide-ranging employee assistance programme available to advise on personal, family or financial matters, and fun social events during the year. We have a simple 3 stage application process: • 30-minute phone call with the hiring manager, • 1 hour interview and presentation, • HR and Bar Raiser Interview Smartnumbers is committed to promoting equal opportunities in employment. You will receive equal treatment regardless of age, disability, neurodiversity, gender, gender identity, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex and sexual orientation. We welcome all applications for this role. We are committed to providing reasonable support/adjustments in our recruiting processes. If you need support, please reach out to the hiring contact. Please see our privacy notice: https://smartnumbers.com/privacy-notice We help companies in the fight against fraud. Our solutions help protect organisations from downstream fraud by ensuring the contact centre stays secure. Through our consortium of customers and partners, we enable organisations to work together to fight fraud by sharing intelligence and best practice. As a software company with a telecommunications pedigree, we create market-leading security solutions for the contact centre. It's why more than a thousand organisations trust us to help them fight fraud. Our cloud-based AI-powered platform uses direct access to the carrier network, shared data on known fraudsters from our consortium and machine learning technology to protect your contact centre and your customers. Find out more on how Smartnumbers helps organisations to prevent fraud and authenticate customers in one go here. #J-18808-Ljbffr

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. As an AI Delivery Tech Lead in Accenture Song Service, you will play a key role in delivering AI systems at enterprise scale; contributing to and supporting the delivery of transformational customer platform solutions that take agentic products from prototype to production. Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work. • 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 We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. • 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, • Contribute to building and delivery of RAG pipelines, multi-agent orchestration and eval frameworks for enterprise-scale AI deployments, • Support client teams on AI architecture decisions, platform selection and build vs buy trade-offs, • Define technical delivery approaches and infrastructure strategies, • Engage credibly with client technical teams at Manager/Lead level, • Translate complex technical constraints into clear strategic recommendations, • Contribute to delivering transformational customer platform solutions for clients who want deeper understanding of how customers engage with their products and services, • Contribute to engineering teams across complex, multi-system agentic programmes, • Contribute to 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, • Support more junior engineers and develop technical capability within the practice, • Contribute to sales, propositions and go-to-market activity, • Contribute to thought leadership on production AI engineering and agentic delivery Solid hands-on engineering experience with a track record of building AI systems, ideally with some exposure to enterprise or production environments. We want people who are passionate about shipping real AI products and are eager to grow their understanding of what it takes to build and run AI systems at scale in regulated environments. • Strong engineering background with production experience in Python and similar languages across AI systems, • Experience building or contributing to RAG pipelines, multi-agent systems or LLM-based products, ideally at meaningful scale, • 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-teaming processes and quality measurement for AI systems, • A portfolio or track record that demonstrates deployed or near-production AI systems, with an interest in regulated or enterprise environments, • Some experience working within engineering teams in agile, client-facing delivery contexts Practical experience with: • Agentic frameworks: LangGraph, LangChain, CrewAI, Agentforce or similar, • Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock, • Vector databases: Pinecone, Weaviate, LlamaIndex 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, • Some technical leadership experience or a demonstrable appetite to grow into team leadership, • Clear communication of complex technical topics to client stakeholders, • Experience making and communicating architecture trade-offs under delivery pressure, • Awareness of commercial models and technical delivery in professional services, • Comfortable leading within agile, collaborative, fast-moving consulting environments, • Experience in Telco or Financial Services, • Certifications in AWS, GCP, Azure or Anthropic AI platforms, • Open-source contributions to agentic or LLM tooling, • Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • EU AI Act or AI governance certifications or published guidance, • Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals 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. • 25 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. #LI-EU SNGCR01 London 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. 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 www.accenture.com . #J-18808-Ljbffr

About the job you’re consideringThe CCaaS Solution Architect will be responsible for leading pre-sales activities, creating technical solutions, and managing the design and implementation of CCaaS solutions for our clients. You will work directly with both public and private sector customers to understand their specific business needs and ensure that the proposed solutions meet their customer experience and operational requirements. The role requires expertise across various CCaaS technologies, including telephony, integration, data security, and operational service systems, as well as a deep understanding of the strengths and weaknesses of different CCaaS cloud vendors. NiCE CXone is the primary platform for this role: you will be the technical authority on CXone across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation, supporting clients from pre-sales through implementation and operational handover.Your rolePre-Sales Leadership•Collaborate with sales teams and customers to understand their business requirements, technical needs, and service goals.•Design tailored CCaaS solutions to address customer challenges and enhance customer experiences.•Own the technical solution response for RFPs, RFIs and bids, including solution design, assumptions and commercial inputs.•Conduct architectural assessments and define roadmaps, business cases and transformation strategies.•Lead client demonstrations, proofs of concept and executive presentations, including NiCE CXone demonstrations and storytelling.Solution Architecture•Oversee technical validation to confirm the feasibility and alignment of solutions with customer objectives.•Design end-to-end CCaaS solutions to ensure scalability, security, and performance. Also, to ensure solutions align with enterprise architecture frameworks, leveraging reusable patterns and future-proof designs.NiCE CXone Solution Design•Design end-to-end NiCE CXone solutions across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation. Also design CXone WFM, quality management and interaction analytics solutions that support performance improvement and measurable CX outcomes.•Architect AI-enabled customer service using NiCE and Cognigy capabilities, including agent assist, conversational AI and agentic AI.•Define CXone routing, IVR and omnichannel engagement designs aligned to customer journeys ,operational requirements; implementation standards and best practices for CXone, and mentor consultants, engineers and developers in applying them.Vendor Agnostic Expertise•Demonstrate expert-level knowledge of NiCE CXone (mandatory) alongside working experience of at least two other major CCaaS vendors (e.g., Genesys Cloud, Amazon Connect, Five9, Content Guru, Odigo, Twilio Flex and awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities.Integration & Data Security•Perform risk assessments to identify and mitigate potential data security or regulatory compliance issues.•Design solutions that adhere to data protection regulations such as GDPR, PCI-DSS or ISO 27001.Network Architecture & Telephony Protocols•Apply a strong understanding of network architecture to design and optimise CCaaS implementation•Ensure solutions leverage appropriate telephony protocols such as SIP, VoIP, and WebRTC for seamless communication and also collaborate with network teams to resolve connectivity challenges and ensure robust performance.Migration & Delivery Management•Plan and execute CCaaS migration and implementation projects, managing timelines and resources to meet customer expectations.•Collaborate with delivery teams and project managers to ensure timely, within-scope project completion. Also lead resolution of complex technical challenges during migration and delivery phases, ensuring minimal disruption and optimal performance.You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyoneYour skills and experience•Proven experience as a Solution Architect or similar role combining technical and business expertise, specialising in CCaaS technologies.•Proven experience in NiCE CXone architecture and pre-sales, with a deep understanding of routing, IVR, omnichannel engagement, WFM, quality management, interaction analytics, AI and automation, and customer journey design.•Experience leading large-scale cloud contact centre transformations (£1m–£50m+ programmes), with bid and pursuit experience and strong commercial awareness.•Comfortable presenting to CIO, COO and Customer Service Director audiences, bridging business, operations and technology stakeholders. Also, Hands-on expertise with NiCE CXone (mandatory) and at least two other CCaaS vendors, such as Genesys Cloud, Amazon Connect, GECX, Microsoft Contact Centre, Content Guru, or Twilio Flex.•Certifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.NiCE CertificationsMandatory•NiCE Partner Certified Presales ProfessionalPreferred•NCAE Associate (Cognigy)•NCIE Omnichannel RoutingWe are a Disability Confident EmployeeCapgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:- Declare they have a disability, and Meet the minimum essential criteria for the role.Please opt in during the application processYour security clearanceTo be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.Make it real – what does it mean for you?We realise a Total Reward package should be more than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.Why you should consider CapgeminiGrowing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.About CapgeminiCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.Make it real | www.capgemini.com #J-18808-Ljbffr

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. The JuniorProduct Manager plays a key role in shaping and enhancing a cloud-based customer engagement platform that supports large-scale service operations. Working cross-functionally with Technology, Operations, Workforce Management, Analytics, and external partners, this role drives the delivery of capabilities that optimize customer outreach strategies, improve agent effectiveness, enhance customer interactions, and increase operational efficiency. The successful candidate will translate business objectives into actionable product requirements, prioritize and manage the product backlog, coordinate feature implementation, and leverage data-driven insights to continuously improve platform capabilities and business outcomes. This role offers the opportunity to influence the evolution of a critical customer engagement platform that enables seamless and efficient customer experiences across a global organization. Responsibilities: • Support the Product Manager in executing the product roadmap for the Five9 Dialer platform., • Partner with Contact Center Operations, Technology, Workforce Management, Compliance, Risk, and Analytics teams to gather business requirements and define product enhancements., • Translate business requirements into user stories, acceptance criteria, and prioritized backlog items., • Participate in Agile ceremonies, including sprint planning, backlog refinement, sprint reviews, and retrospectives., • Coordinate the delivery of new features, enhancements, upgrades, and production releases., • Support user acceptance testing (UAT), defect triage, production validation, and release readiness activities., • Monitor product performance and operational metrics, identifying opportunities to improve dialing strategies, agent experience, campaign effectiveness, and customer outcomes., • Collaborate with Five9 and internal technology partners to troubleshoot issues, prioritize enhancements, and support platform stability., • Assist with implementation of new dialing capabilities, automation, integrations, and workflow improvements., • Develop product documentation, process guides, release communications, and training materials to support adoption., • Analyze user feedback and operational insights to recommend product improvements and future roadmap opportunities., • Ensure platform capabilities align with regulatory, security, and compliance requirements., • Going to Office in London or Brighton 3 days a week., • 6+ years of experience in Product Management, Business Analysis, Project Management, Contact Center Operations, or a related discipline., • Experience working with Five9 Cloud., • Knowledge of outbound dialing technologies, predictive dialing, preview dialing, progressive dialing, and campaign management., • Experience with CRM integrations, IVR, call routing, or workforce optimization platforms., • Understanding of contact center KPIs, including connection rates, occupancy, average handle time, abandonment rates, and campaign performance., • Familiarity with Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint ceremonies., • Experience working with cross-functional teams across Product, Technology, Operations, and Vendor organizations., • Proficiency with Jira, Azure DevOps, Confluence, or similar Agile delivery tools. Nice to have: • Experience working with Genesys Cloud, NICE CXone, Amazon Connect, or other cloud contact center platforms., • Experience supporting digital servicing channels such as voice, chat, SMS, or messaging., • Familiarity with customer authentication, identity verification, or fraud prevention solutions., • Experience using analytics and reporting tools such as Power BI, Tableau, SQL, or Excel., • Exposure to regulated industries such as financial services is a plus. We offer: • Culture of Relentless Performance:join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth., • Competitive Pay and Benefits:enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program., • Work From Anywhere Culture:make the most of the flexibility that comes with remote work., • Growth Mindset:reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities., • Global Impact:collaborate on impactful projects for top global clients and shape the future of industries., • Welcoming Multicultural Environment:be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events., • Social Sustainability Values:join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. Miratech is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. #J-18808-Ljbffr

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. As an Agentic Strategy & Advisory Lead in Accenture Song Service, you will play a pivotal role in shaping the AI agenda for our clients at executive level, translating agentic capability into compelling business cases, measurable outcomes and strategic roadmaps. Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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 team The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes by shaping exceptional agentic experiences that deliver cost transformation and drive growth. We focus on: Reinventing customer service across physical, digital and AI-powered channels 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 Ensuring the services we design deliver real value for customers We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. Help shape our clients’ AI agenda Lead AI strategy engagements. Develop executive-level narratives that connect agentic capability to commercial outcomes, linking agentic capability to growth, efficiency and resilience Build business cases and AI investment frameworks for C‑suite audiences Lead teams in collation of data and Business insights, identifying and prioritising value opportunities for clients Translate client CX requirements into actionable agentic strategies and delivery roadmaps Shape agentic programme principles; ensuring the right ambition is set before delivery begins Provide a point of view of what AI can do to drive business growth Support client decision‑making on AI governance, technology selection and operating model design Deliver at scale Lead multi‑workstream strategy engagements with clear governance and quality standards Mentor junior team members and drive quality of strategic output across the team Partner with data teams to direct analysis (of big data), collate and translate insights into strategic client value opportunities, taking accountability for benefits tracking and delivering measurable outcomes Craft data‑driven narratives that resonate at C‑suite level, translating complex analysis and visualisation into clear, actionable insight that shapes client decisions Collaborate closely with Forward Deployed Engineers, Experience Designers, Change Leads and delivery teams to integrate strategy into broader transformation programmes Grow people, capability and the practice Contribute to thought leadership, assets and accelerators in agentic strategy and AI Support sales, propositions and go‑to‑market activity Develop the next generation of AI advisory talent within Song Encourage development of data skills and value focused mindset amongst team members across levels Significant experience in management consulting, AI strategy and/or digital transformation advisory. The most important thing for us is that you display the right mindset: we want strategic thinkers who can translate AI's potential into business reality, work comfortably at C‑suite level, and bring genuine AI fluency. Core experience Strong background in management consulting, AI strategy and/or digital transformation Proven track record of building and presenting executive‑level business cases for AI or technology investment Experience operating across the full project lifecycle; from shaping and selling work through to delivery oversight Experience translating business priorities into AI strategies, leading business case development and implementing value measurement frameworks Proven track record of leveraging data to diagnose organisational pain‑points, drive performance and demonstrate tangible business value A portfolio of strategy engagements that demonstrate commercial impact Proven ability to lead with clarity and influence in ambiguous, fast‑moving environments AI, data and technology experience Strong understanding of Agentic AI and how these capabilities scale across programmes Confident working knowledge of data structures and value measurement, able to interrogate technical approaches, shape requirements and lead delivery teams with credibility Working knowledge of or alongside: GenAI‑enabled services (e.g. conversational AI, agent assist, agentic workflows) Cloud‑based platforms and agentic tooling (e.g. Salesforce Agentforce, AWS Bedrock, Claude Code/Codex/Gemini) AI governance, responsible AI and emerging regulation Data discovery and analysis - awareness of tools visualisation tools, ETL processes etc. Experience in delivery and/or use of Conversational AI Tooling such as GECX, Amazon Connect, Microsoft Dynamics, PolyAI, Congnigy, Cresta, Sierra, Decagon, Parloa Experience of using Open AI, Antropic and Vercel Leadership & consulting skills Strong analytical and problem‑solving capability Confident senior stakeholder management and compelling storytelling Experience leading and shaping AI initiatives and managing delivery quality Understanding of commercial models and deal economics in professional services Comfortable leading within agile, collaborative, fast‑moving consulting environments Can clearly articulate AI strategy rationale and trade‑offs to non‑technical senior stakeholders Set yourself apart Certifications in AI strategy, management consulting, value frameworks Thought leadership or published point of view on agentic AI, customer service reinvention or AI governance Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect) Experience in Telco, Financial Services or Public Sector; our highest‑demand client verticals Hands‑on experience across visualisation tools, SQL, coding languages and ETL processes, with the ability to engage credibly across the full data pipeline 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 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. #LI‑EU SNGCR01 . Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent‑and innovation‑led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture #J-18808-Ljbffr

We are the Google Edge team—a specialized group of engineers, architects, and builders delivering tailored Google Cloud solutions for mid-market, high-growth, and fast-paced enterprises. We partner with dynamic organizations to connect them with the right combination of Accenture solutions and Google Cloud products to accelerate business transformation and solve real-world problems, quickly. We're expanding our team to meet the unique, rapid execution needs of the Edge segment. Accenture Edge is Accenture’s purpose‑built business serving high-growth mid‑market organizations with annual revenues between $300 million and $3 billion. Leveraging the power of AI, data, cloud, and Accenture’s deep industry expertise, Edge helps clients accelerate digital transformation, drive operational excellence, and achieve measurable business outcomes through innovative, scalable, and right‑sized solutions tailored to their growth ambitions. By combining industry‑leading talent, proven methodologies, and strategic ecosystem partnerships, Accenture Edge enables organizations to reinvent how they operate, enhance customer experiences, and create sustainable value in an increasingly AI‑driven world. To learn more about Accenture Edge, visit: Accenture Edge | Built for Your Scale Applications are the fabric of how modern businesses run — and most companies are stuck on aging platforms that can't keep up. Application modernization on Google Cloud is about more than a lift‑and‑shift — it's about rearchitecting how companies build, deploy, and scale software. From containerized microservices on GKE to API‑first architectures on Apigee to AI‑augmented development with Gemini Code Assist, we help clients transform their application estates into modern, cloud‑native platforms that move as fast as their business does. Demand is accelerating as companies race to modernize — and our Edge clients need lean, agile leaders who can shape the delivery and drive the transformation You are the kind of leader who lives at the intersection of deep code and big‑picture strategy. An enthusiastic, firsthand GCP practitioner, you know that great software isn’t just about elegant architecture, but about solving real‑world problems. You are as comfortable personally building a complex solution that harnesses the full power of Google Cloud as you are leading a diverse, high‑performing team to a successful launch. With a powerful consultative mindset and a deep curiosity for the 'why,' you convert complex business requirements into brilliant technical solutions. You are an exceptional communicator, an evangelist for modern engineering, and the trusted expert who bridges the gap between a client's vision and its technical reality. As a GCP delivery executive, you will be a technical and product‑centric engineering lead in consulting and engineering projects, customizing Google Cloud solutions for client requirements. You will partner with Accenture's global delivery teams by providing superior technical expertise and product innovation skills. Your role is to execute complex technology solutions for our clients by designing, building, and integrating cloud‑native solutions. You will function as a trusted project leader, guiding others in the project team and be the expert on specific Google Cloud technologies/products. You will build and lead a team of world‑class engineers, defining best practices, mentoring their growth, and driving the adoption of modern engineering. Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements. • Accelerate Your Expertise: Gain early access to cloud innovations and accelerate your expertise in Google Cloud solutions—one of the fastest‑growing areas in technology., • Lead Innovative Projects: Work on meaningful projects for clients, powered by the latest Google technologies like Gemini, Vertex AI, and BigQuery, • Grow Your Career: Accenture will continually invest in your learning and growth, supporting you in expanding your tech stack and earning certifications., • Be Part of a Vibrant Community: Join a diverse, global Accenture/Google community that is continually pushing the boundaries of what’s possible., • Significant experience in a hands‑on, client‑facing technology role (e.g., Cloud Engineer, Solution Architect, Senior Developer, Technology Consultant)., • Practical, hands‑on experience architecting and leading the delivery of solutions on Google Cloud Platform (GCP)., • Formal leadership experience, with proven experience managing, coaching, and mentoring technical teams., • Experience leading project teams distributed across the globe and managing multiple concurrent project streams., • Bachelor's degree in Computer Science, Engineering, or equivalent work experience., • Consulting experience leading solution delivery, practice management, innovation and stakeholder management, • Expertise in product‑led engineering, operating models and engineering best practices, • Industry and/or functional expertise across one our more solution domains, • Deep expertise across the GCP ecosystem, including:, • Infrastructure as Code (Terraform), CI/CD tools (Jenkins, GitHub Actions), and containerization (GKE, Docker)., • Data integration using services like Cloud Dataflow or Pub/Sub, API development with Apigee, and working with Google Cloud databases such as Cloud SQL, Spanner, or Bigtable., • Google Chronicle Security Operations, Security Command Center, or other SIEM/SOAR platforms., • Marketing analytics, customer data platforms (CDP), or building solutions for marketing and sales, • Experience with Google Workspace APIs and Google Apps Script for building custom integrations and automations., • Hands‑on experience with Google CES (CCaaS) or other contact center technologies (e.g., Genesys, NICE, Amazon Connect)., • Multiple Google Cloud Professional certifications (e.g., Professional Cloud Architect, Professional Data Engineer, Professional Machine Learning Engineer). Google Edge is a specialized Accenture team delivering tailored Google Cloud solutions for high‑growth mid‑market organizations. Working at the intersection of innovation, cloud technology, and business transformation, the team helps organizations accelerate growth through scalable solutions powered by AI, data, cloud, and industry expertise. As part of Accenture Edge, professionals have the opportunity to partner with dynamic organizations and connect them with best‑in‑class Google Cloud technologies and Accenture capabilities. By combining deep industry knowledge, ecosystem partnerships, and innovative delivery approaches, Google Edge enables clients to achieve measurable business outcomes and sustainable growth in an increasingly AI‑driven world. Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Accenture is an equal opportunities employer and welcomes 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, or any other basis as protected by applicable law. Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. #J-18808-Ljbffr

Customer experience is being transformed by AI-driven innovation. At Zendesk, we’re not just responding to that shift — we’re leading it. As we expand our AI-powered Resolution Platform and deepen our Professional Services capabilities, the Technical Architect, AI-Powered Customer Experience role is critical to helping customers design, implement, and scale intelligent customer service solutions that deliver measurable business value. As a technical expert, solution designer, and trusted advisor, you will help customers translate business goals into scalable AI-first architectures. You’ll lead discovery, shape solution strategy, remove technical roadblocks, and guide customers toward successful adoption of Zendesk AI capabilities. Overarching Objective for the Role Accelerate customers’ time-to-value by designing and enabling AI-first Zendesk solutions that drive adoption, automation, and measurable business impact from discovery through scale. Be the customer’s AI technical architect. Turn business goals into the right architecture, integrations, workflows, and AI design choices. Lead high-quality solution discovery and delivery. Run technical discovery sessions, define solution scope, and guide customers through implementation with clarity and confidence. Remove blockers fast. Anticipate risks, resolve constraints, and keep customer solutions moving toward successful outcomes. How You’ll Make an Impact • AI Solution Architecture: Design scalable, supportable, and secure AI-first architectures that enable automation, self-service, agent assist, intelligent routing, and other Zendesk AI use cases., • AI Adoption Enablement: Guide customers through rollout planning, change considerations, and operational readiness to support long‑term AI adoption while leveraging AI tools to enhance individual and team workflows for greater efficiency., • Outcome Orientation: Ensure solution decisions are tied to measurable improvements in containment, deflection, productivity, resolution speed, customer satisfaction, and operational efficiency., • Technical Discovery & Use Case Definition: Lead customer‑facing discovery sessions to understand business challenges, technical constraints, and high‑value AI opportunities., • Customer Advisory: Act as a trusted technical advisor, helping customers make informed decisions about architecture, integrations, data readiness, and implementation tradeoffs., • Implementation Leadership: Partner with delivery teams to translate solution designs into successful implementations, ensuring technical quality, alignment to scope, and strong execution., • Cross‑Functional Collaboration: Work closely with Sales, Customer Success, Support, Product, and Professional Services to align on customer strategy, risks, dependencies, and roadmap considerations., • Integration & Extensibility: Identify opportunities to extend Zendesk through APIs, app framework solutions, automation, and custom integrations where needed., • Problem Solving & Innovation: Diagnose product gaps, technical constraints, or workflow limitations and recommend validated workarounds or design alternatives that preserve business outcomes. What You’ll Need to Succeed Strategic Skills & Expertise • Communication Skills: Excellent verbal and written communication skills with the ability to explain complex AI concepts clearly to both technical and executive audiences in English and German., • AI-First Thinking: Strong understanding of how AI capabilities can be applied across the customer service journey to improve efficiency, quality, and experience., • Consultative Technical Leadership: Ability to lead complex customer conversations, build trust quickly, and shape technical direction in ambiguous environments., • Solution Architecture: Proven ability to design end‑to‑end scalable, maintainable AI architectures., • Delivery Mindset: Comfortable balancing technical scope, customer expectations, dependencies, and timelines in a consulting environment., • Problem Solving: Strong analytical thinking and practical judgment to evaluate tradeoffs and recommend solutions that work in the real world., • Adaptability: Ability to thrive in dynamic, fast‑moving environments where priorities, requirements, and constraints may evolve., • Continuous Learning: Commitment to staying current on Zendesk capabilities, AI trends, customer service transformation, and modern integration patterns. Required • 5+ years in architecture, machine learning engineering, solutions architecture, or technical consulting., • Experience designing and delivering AI/ML solutions in production., • Experience with AI‑powered service tools, automation platforms, or conversational AI solutions such as Decagon, Forethought, Ada, or similar., • Experience evaluating data readiness, governance, and operational readiness for AI solutions., • Experience in SaaS, enterprise software, or customer experience technology environments., • Hands‑on experience with RESTful APIs, integrations, and solution design across web, backend, and/or mobile environments., • Experience leading customer discovery sessions and translating business requirements into technical architecture., • Ability to present technical solutions to both technical teams and executive stakeholders., • Strong stakeholder management, consulting, and collaboration skills., • Bachelor’s degree in Computer Science, Engineering, Business, or equivalent professional experience., • Ability to work in a hybrid environment and support customer needs across time zones as required., • Fluency in English and German, with the ability to communicate clearly with technical and executive audiences. Preferred • Experience in a SaaS Professional Services environment., • Experience with Zendesk products at an Admin or Developer level, or similar CRM/CX platforms such as Salesforce, ServiceNow, Freshdesk, or Genesys., • Familiarity with AI concepts relevant to CX, such as intent classification, routing, summarization, agent assist, knowledge grounding, and workflow orchestration., • Experience designing proofs of concept and validating technical approaches before implementation., • Strong project management and negotiation skills., • Programming experience in languages such as JavaScript, Python, Ruby, Java, or C#., • Zendesk Support Administrator Expert Certification., • Experience identifying product gaps and proposing workarounds or extensions using app frameworks or custom development. This role follows Zendesk’s hybrid work model, designed to balance onsite collaboration with remote flexibility. The specific in‑office schedule will be determined by the hiring manager. Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to peopleandplaces@zendesk.com with your specific accommodation request. #J-18808-Ljbffr

Connected IT has exclusively partnered with a pioneering technology scale-up that builds enterprise Voice AI systems. Their cutting-edge platform connects AI agents and agent-assist technologies directly into real contact-centre voice environments. They are currently undergoing significant growth and are expanding their dedicated engineering hub in Manchester. The Role Our client is seeking a senior, hands-on Voice AI Integration Lead to act as the technical bridge between complex enterprise telephony systems and production AI. This is not a traditional telecoms engineering / operations job, a generic PBX administration role, or a software developer position. You will lead the design, build, and troubleshooting of integrations that make real-time AI voice services function seamlessly in customer environments. Beyond project delivery, you will dedicate a portion of your time to internal platform engineering, using what you learn from deployments to help ensure a resilient, highly reusable, and exceptionally low-latency real-time voice infrastructure. Key Responsibilities Lead technical discovery sessions and design SIP/SIPREC and direct integration approaches for enterprise contact-centre environments. Act as the senior technical escalation point to diagnose and resolve complex SIP, RTP/media, SBC, TLS/SRTP, NAT/firewall, and interoperability issues. Represent the business credibly in technical design workshops and production readiness discussions directly with external enterprise client teams. Drive continuous improvements across the media path to reduce end-to-end latency, optimising transcoding, jitter buffering, and AI-agent response times. Convert one-off customer integrations into reusable platform capabilities, adapter patterns, and automated diagnostics. What You Need to Succeed (Core Requirements) Deep, practical knowledge of SIP signalling and troubleshooting (e.g. SDP negotiation, codec negotiation, packet loss, and jitter). Hands-on experience integrating, configuring, and operating Session Border Controllers (SBCs) such as AudioCodes, Ribbon, Oracle, or Cisco CUBE. Proven experience working with voice platforms such as Cisco, Avaya, Alvaria, Genesys, NICE, or Amazon Connect. Confidence reading and diagnosing network issues using packet captures and traces via tools like Wireshark, SIPp, Homer, or vendor trace tools. Full right to work in the UK (no sponsorship is available), the ability to pass a DBS check, and the ability to travel to UK / Ireland on occasion for work purposes without visa restrictions. Excellent communication skills and the ability to engage with both technical and non-technical stakeholders. Nice to Haves (Training Provided) Previous exposure to AI, LLMs, STT/TTS, or voicebots. Our client highly values deep, real-time voice and telephony expertise over day-one AI knowledge; they will provide comprehensive training on their AI stack. Experience implementing SIPREC in live contact-centre environments. Scripting or automation experience (e.g., Python, Node.js, Bash, Terraform). Apply Now This is a rare opportunity to transition deep telecommunications expertise into one of the most innovative and rapidly expanding areas of Artificial Intelligence. To apply or for a confidential discussion about this opportunity, please submit your CV to Connected IT today. TPBN1_UKTJ

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data-driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands-on, customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer’s most complex and business critical problems to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam. A critical dimension of this role is Customer Data Readiness — assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI-ready before agents go live. You will work at the intersection of contact center operations and applied AI, helping customers move from proof-of-concept to pre-production for their Amazon Connect deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. Strategic Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans. Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses. Agentic AI Architecture and forward deploy implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration. A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries. Integration Architecture and Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases). Cloud Data Access: Architect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG). Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation. Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment. Field Enablement: Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns. Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration Designing prompt strategies and evaluating model performance across different foundation models Building Lambda functions and API integrations that serve as tools for AI agents Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise Configuring knowledge bases and data connectors for RAG-powered agent responses Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction Conducting architecture reviews and providing prescriptive guidance for production readiness Documenting implementation patterns and contributing to the team's knowledge base The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production-ready with Amazon Connect's Unlimited AI features. AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. We're continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. Bachelor's degree in computer science, engineering, mathematics or equivalent 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows Experience with CX/CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies. Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.) Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr

We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent fraud.We are changing this by providing organisations with real-time insight into the risk of a caller. We combine patented machine learning technology with our industry consortium to help identify and prevent contact centre fraud. We also provide clients with real-time insight into the authenticity of the call by leveraging our unique network access and relationships.We recognise that we need to work together to fight fraud, that is why we have fostered strategic partnerships with leading global organisations like Amazon, BT, and Genesys. Together, we protect some of the UKs largest banks, insurance companies and emergency services. We also believe in developing our people into high performing teams. We're looking for someone to build out a long term 2–3 year strategic pipeline. As part of the role, you will be expected to do the following: • Build and maintain a 12–18 month active pipeline to support business objectives, • Build and maintain relevant market awareness through client discussions, market research and industry events, • Provide senior management with clear updates, progress and forecasts as evidenced through the company CRM, • Nurture the customer advocacy program in support of our broader business goals, • Prioritise activities to meet quarterly business targets while maintaining a longer-term strategic pipeline You’ll be helping us achieve our mission by enabling fraud investigators across organisations to collaborate in their fight against fraud using our SaaS platform. The types of areas you’ll look at include: • New Business Development, • Leading client facing discover conversations to establish key business issues, • Understanding and navigating the different approaches to fraud prevention across different sectors, • Helping Clients build business cases for the company adoption, • Sharing intelligence and best practice across organisations, • Increasing market awareness by supporting events, posts or other GTM activities, • Building trust and a network of advocates among your client base You’ll be part of an empowered cross functional go to market team that leverages best practice and seeks continual improvement. You’ll be given the freedom to manage your own time with support and guidance from senior sales leadership. You’ll be expected to build, maintain and report on a clear 12–18 month runway of pipeline with dedicated time set aside each week for strategic focus and execution on new business development. Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience: • Numbers Obsessed – You live and breathe your pipeline and progress and take pride in its resilience and accuracy., • Curious - You want to understand the problems our customers face and how we might solve them. You’re always looking for new opportunities to learn about our customers, the market, competitors, technology, etc., • Customer Focused - You start with the customer and work back whilst understanding that solutions have to work for our business, • Outcome focused - You can define what success looks like and measure progress towards it, • A clear communicator - You’re capable of explaining things regardless of whether it’s to a software engineer, salesperson, customer support agent or CEO As well as a competitive salary of circa £100,000 per annum, we offer a comprehensive benefits package, covering a variety of areas, both professional and personal. These benefits include: • Hybrid working style, with the expectation of two days in the office (with a great City of London office base!), • Family friendly benefits including paid parental leave policies, • An extensive health insurance policy for you, with an option to add your family members, • A workplace pension with Hargreaves Lansdown, • Life insurance of 4 x your salary, • Weekly self-development time to spend exploring your professional development interests, • 25 days of annual leave (plus bank holidays), your birthday off, and an opportunity to buy up to 5 days annual leave per year, • A holistic wellbeing support plan encompassing a variety of offerings to assist you. We provide you with a monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance., • Additionally, there is a wide-ranging employee assistance programme available to advise on personal, family or financial matters, and fun social events during the year. We have a simple 3 stage application process: • 30-minute phone call with the hiring manager, • 1 hour interview and presentation, • HR and Bar Raiser Interview the company is committed to promoting equal opportunities in employment. You will receive equal treatment regardless of age, disability, neurodiversity, gender, gender identity, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex and sexual orientation. We welcome all applications for this role. We are committed to providing reasonable support/adjustments in our recruiting processes. If you need support, please reach out to the hiring contact. Please see our privacy notice:https://the company.com/privacy-notice #J-18808-Ljbffr

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data-driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands‑on, customer‑obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer’s most complex and business critical problems to build and execute go‑to‑market plans that turn AWS ideas into multi‑billion‑dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam. A critical dimension of this role is Customer Data Readiness — assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI‑ready before agents go live. You will work at the intersection of contact center operations and applied AI, helping customers move from proof‑of‑concept to pre‑production for their Amazon Connect deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. • Strategic Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans., • Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG‑powered responses., • Agentic AI Architecture and forward deploy implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration., • A2A (Agent-to-Agent) Integration: Architect Agent-to‑Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi‑agent workflows that span organizational boundaries., • Integration Architecture and Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases)., • Cloud Data Access: Architect secure access patterns to cloud‑based data systems to power AI agent tool use and retrieval‑augmented generation (RAG)., • Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI‑assisted IDEs) to accelerate development workflows, including spec‑driven development, agent hooks, MCP server configuration, and AI‑assisted code generation., • Pre‑Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment., • Field Enablement: Share learnings, delivering technical deep‑dives, and mentoring other SAs on agentic AI implementation patterns., • Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration, • Designing prompt strategies and evaluating model performance across different foundation models, • Building Lambda functions and API integrations that serve as tools for AI agents, • Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption, • Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise, • Configuring knowledge bases and data connectors for RAG‑powered agent responses, • Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction, • Conducting architecture reviews and providing prescriptive guidance for production readiness, • Documenting implementation patterns and contributing to the team's knowledge base The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI‑powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production‑ready with Amazon Connect's Unlimited AI features. AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge‑sharing, mentorship and other career‑advancing resources here to help you develop into a better‑rounded professional. We value work‑life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. • Bachelor's degree in computer science, engineering, mathematics or equivalent, • 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience, • Experience developing technology solutions and evangelising end‑to‑end technology roadmaps that guide IT transformations toward cloud computing, • Experience communicating across technical and non‑technical audiences and at C‑level, including training, workshops, publications, • Experience with agentic AI patterns including multi‑agent orchestration, tool use, function calling, chain‑of‑thought reasoning, and autonomous agent workflows, • Experience with CX/CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies., • Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent‑to‑Agent) for multi‑agent communication, • Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.) Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. AWS EMEA SARL (UK Branch) Job ID: A10595525 #J-18808-Ljbffr

Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data-driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands-on, customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer's most complex and business critical problems to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam. A critical dimension of this role is Customer Data Readiness - assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI-ready before agents go live. You will work at the intersection of contact center operations and applied AI, helping customers move from proof-of-concept to pre-production for their Amazon Connect deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business., • Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans., • Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses., • Agentic AI Implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration., • A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries., • Integration Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases)., • Cloud Data Access: Architect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG)., • Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation., • Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment., • Field Enablement: Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns., • Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration, • Designing prompt strategies and evaluating model performance across different foundation models, • Building Lambda functions and API integrations that serve as tools for AI agents, • Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption, • Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise, • Configuring knowledge bases and data connectors for RAG-powered agent responses, • Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction, • Conducting architecture reviews and providing prescriptive guidance for production readiness, • Documenting implementation patterns and contributing to the team's knowledge base, • Experience within specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics)., • Experience in design, implementation, or consulting in applications and infrastructures, • Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients, Experience working with and presenting to C-level executives, IT, and lines of businesses across organizations or equivalent, • AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, • Knowledge of data structures, data modeling, and database schema, • Experience architecting, migrating, transforming or modernizing customer requirements to the cloud, • Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.), • Hands-on experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails, • The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production-ready with Amazon Connect's Unlimited AI features., Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult your Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. #J-18808-Ljbffr

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. As an AI Delivery Tech Lead in Accenture Song Service, you will play a pivotal role in delivering AI systems at enterprise scale; shaping and delivering transformational customer platform solutions that take agentic products from prototype to production. Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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 team The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work. • 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, • 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 Significant hands‑on engineering experience with a proven track record of building and running AI systems at enterprise production scale. The most important thing for us is that you have shipped production AI, not prototypes. We need people who understand what breaks, what scales, and what it takes to keep an AI system compliant and running in a regulated environment. • 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‑teaming 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, • AI, data and technology awareness, • Agentic frameworks: LangGraph, LangChain, CrewAI, Agentforce or similar, • Foundation model providers: Claude Code/Codex/Gemini, OpenAI or AWS Bedrock, • Vector databases: Pinecone, Weaviate, LlamaIndex 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 team management experience, • Confident communication of complex technical topics to senior client stakeholders, • Experience making and communicating architecture trade‑offs under delivery pressure, • Understanding of commercial models and technical delivery economics in professional services, • Comfortable leading within agile, collaborative, fast‑moving consulting environments, • Certifications in AWS, GCP, Azure or Anthropic AI platforms, • Open‑source contributions to agentic or LLM tooling, • Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect), • EU AI Act or AI governance certifications or published guidance, • Experience in Telco, Financial Services or Public Sector; our highest‑demand client verticals 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. • 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. #LI-EU SNGCR01 - Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent‑and innovation‑led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture #J-18808-Ljbffr

Dynamics 365 Technical Architect | Outside IR35 | Remote We are looking for an experienced Dynamics Technical Architect to support the evolution of a large-scale customer engagement and relationship management landscape. You'll work alongside established architecture and digital delivery teams, shaping modern CRM capabilities across multiple customer channels while ensuring solutions align with wider enterprise architecture standards. This role requires strong Microsoft Dynamics 365 and Azure architecture experience, alongside an understanding of modern MACH principles and complex integration environments. You’ll provide architectural leadership across CRM and customer engagement services, helping define the journey from existing technology through to a modern target architecture. You’ll work across both B2C and B2B services, balancing customer experience, technology strategy, integration and enterprise governance. • Define current-state, target and transition architectures for CRM and customer engagement capabilities., • Architect Dynamics 365 and Azure solutions supporting omnichannel customer journeys across B2C and B2B environments., • Establish modern solution patterns aligned with MACH principles, including cloud-native, microservices, API-first and headless architectures., • Produce architecture artefacts covering system context, integrations, data flows, dependencies and technical decision-making., • Participate in architecture governance and Technical Design Authority processes, producing Architecture Decision Records and ensuring alignment with enterprise principles., • Assess and challenge technical solutions proposed by third-party suppliers, providing clear recommendations to delivery and architecture stakeholders., • Strong enterprise and solution architecture experience within complex digital environments., • Extensive architecture experience across Microsoft Dynamics 365 and Azure, particularly CRM/customer engagement solutions., • Experience designing omnichannel customer support and relationship management platforms., • Strong understanding of MACH architecture and modern API-led, cloud-native integration approaches., • Experience defining CRM architecture and strategy spanning B2C and B2B, partner ecosystems and integrated customer data/insight., • Experience producing as-is, to-be and transition architectures alongside detailed supporting architecture artefacts., • Strong architecture governance experience, including Technical Design Authorities, architecture principles and ADRs., • Ability to independently evaluate and compare solution designs proposed by multiple technology suppliers., • Experience integrating CRM platforms with Genesys Cloud Contact Centre solutions., • Previous architecture experience within financial services or another highly regulated environment., • Knowledge of consumer financial services, particularly pensions and/or debt management., • Experience delivering within UK public sector digital standards, including GDS and Service Standard Assessments., • Contract role: 3 months, • IR35 Status: Outside IR35, • Rate: £600 - £700, • Location: Remote #J-18808-Ljbffr

This role sits within the Applied AI Solutions Architecture team, which is a part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production-ready with Amazon Connect’s Unlimited AI features. Specialist Solutions Architects (SSAs) are technologists with deep domain-specific expertise, able to address advanced concepts and feature designs. As part of the AWS sales organization, SSAs work with customers who have complex challenges that require expert-level knowledge to solve. SSAs craft scalable, flexible and resilient technical architectures that address those challenges. This might involve guiding customers as they refactor an application or designing entirely new cloud-based systems. Do you enjoy solving novel and unique technical challenges for customers? Become an AWS Specialist SA! • Lead customer engaegments as the trusted advisor to understand business requirements, existing contact center architecture, AI readiness and help them technically validate Amazon Connect., • Design agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action and Agent-to-Agent integration., • Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap., • Provide advanced technical knowledge to your domain aligned GTM teams to unblock our customers’ largest and most critical business challenges., • Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public‑speaking events such as AWS Summit, AWS re: Invent, etc., • Partner with Business Development teams to define the technical components of best in class GTM concepts, solutions, and initiatives., • Develop and support an AWS internal community of technical subject matter experts worldwide. Create and deliver field enablement for the broader SA population on Amazon Connect. The Amazon Connect Specialists Solutions Architects Team is made up of deep Customer Experience and Enterprise Contact Center domain experts who work directly with our customers to solve their most complex challenges. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career‑advancing resources here to help you develop into a better‑rounded professional. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. • Bachelor’s degree in computer science, engineering, mathematics or equivalent, or experience in a professional field or military, • Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients, • 7+ years of experience in solutions architecture, software engineering, or technical consulting in customer-facing roles, • Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval‑augmented generation (RAG), and model evaluation, • Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics, • Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows, • Experience with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies., • Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication, • Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.) Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. AWS EMEA SARL (UK Branch) Job ID: A10444810 #J-18808-Ljbffr

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. About TTEC Digital TTEC Digital is a leading global customer experience (CX) technology and services partner, helping organizations modernize customer engagement through cloud contact center, AI, automation, and digital transformation solutions. We partner with industry-leading technology providers including NICE, Genesys, Microsoft, Cisco, Google, Five9, and Zoom to deliver innovative Contact Center as a Service (CCaaS), AI-powered customer experience, workforce optimization, and managed services solutions. As organizations continue to transform how they engage customers, TTEC Digital is uniquely positioned to help clients design, implement, optimize, and support modern CX ecosystems that drive measurable business outcomes. TTEC Digital is seeking a high-performing Enterprise Account Executive to drive new business growth across our CCaaS and Customer Experience solutions portfolio. This is a hunter-focused individual contributor role responsible for identifying, developing, and closing new logo opportunities within enterprise and upper mid-market organizations. The ideal candidate has a proven track record selling complex technology and services solutions, generating pipeline independently, and navigating multi-stakeholder sales cycles. Success in this role requires a consultative approach, executive-level relationship building, and the ability to position both technology and professional services solutions that help organizations transform customer experience operations. • Generate new business revenue through the sale of CCaaS, AI, customer experience, and digital transformation solutions, • Develop and execute strategic account plans to identify and penetrate target accounts, • Prospect and create pipeline through outbound business development activities, partner relationships, networking, referrals, and industry engagement, • Engage executive stakeholders, including CIOs, COOs, Customer Experience leaders, Contact Center leaders, and Operations executives, • Lead complex sales cycles from initial discovery through contract negotiation and close, • Collaborate with Solution Architects, Consulting, Delivery, and Partner teams to develop tailored customer solutions, • Position multi-vendor CCaaS and CX solutions aligned to customer business objectives, • Manage sales opportunities, forecasting, and pipeline activity within CRM systems, • Respond to RFPs, develop business cases, and present solution recommendations to executive audiences, • Consistently achieve or exceed annual revenue and quota targets, • Establish trusted advisor relationships with customers and technology partners, • 10+ years of mid market to enterprise level consultative solution-selling experience, • 4+ years sales experience in CCaaS, Contact Center, CX, SaaS, Customer Service Technology, • Proven success generating net-new business opportunities and closing complex enterprise deals, • Demonstrated track record achieving or exceeding sales quotas, • Experience managing multi-stakeholder sales processes with enterprise organizations, • Strong understanding of customer experience operations, contact center modernization, cloud migration, AI, automation, or related technologies, • Ability to engage executive decision-makers and influence business outcomes, • Experience coordinating cross-functional teams throughout the sales process, • Strong presentation, negotiation, communication, and relationship-building skills, • Experience selling CCaaS, customer experience, AI, workforce optimization, and contact center transformation solutions within one or more leading ecosystems, including NICE CXone, Genesys Cloud, Zoom Contact Center, Five9, Cisco, Microsoft, Google, or Cognigy., • Proven success selling complex technology and professional services engagements, including six-figure to multi-million-dollar opportunities., • Established relationships with enterprise contact center, customer experience, IT, and operations leaders., • Hunter mentality with a passion for creating opportunities, • Self-starter who operates effectively with minimal direction, • Strong business acumen and consultative selling skills, • Highly organized with disciplined pipeline management, • Comfortable navigating ambiguity and building new markets, • Team-oriented collaborator who works effectively across sales, consulting, delivery, and partner organizations TTEC Digital offers a competitive compensation package including base salary, commission, comprehensive health benefits, retirement savings programs, paid time off, and opportunities for career growth within a global customer experience leader. £100,000 - £140,000 a year #J-18808-Ljbffr

The successful candidate will possess deep expertise across modern Contact Centre platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and other leading CCaaS solutions. Establish and strengthen strategic relationships including NICE, Genesys etc.

This role reports to the Head of Technical Revenue Accounting and partners closely with cross-functional teams (Deal Desk, Legal, Sales, Revenue Operations Accounting, Strategic Finance, Product, and IT) to lead Genesys' most complex EMEA revenue accounting matters. Desirable SkillsBachelor's degree

Summary:Genesys is looking for a passionate Senior Technical Revenue Accountant to join our growing team! The Senior Technical Revenue Accountant will support complex contract reviews, technical accounting assessments, and revenue recognition matters across Genesys’ product and service offerings.

Technical Account ManagerLocation: UKSummary of Position:Why will you enjoy this new opportunity?As a Technical Account Manager (TAM), you'll partner with strategic customers to help them achieve their business goals through the successful adoption and optimization of Genesys Cloud CX. Drawing on yo

The RoleWe're looking for an Alliance Partnership, Director to own and grow the joint go-to-market relationship with two of Genesys's most strategic global technology alliances. Contribute to the broader Strategic Technology Partnerships team's playbooks, account planning frameworks, and operating m

Senior Principal Solution Consultant — Expert AppsRole OverviewGenesys Expert Apps extend Genesys Cloud to solve specialized customer needs across integrations, analytics, AI, automation and industry solutions. We’re looking for a Senior Principal Solution Consultant who can combine deep Genesys

Lead pre-sales technical engagements, architectural discovery, solution design, and technical feasibility evaluations for enterprise CCaaS and telephony integrations.Build rapid prototypes and proof-of-concepts (POCs) to pilot private preview agentic AI and voice capabilities with strategic customers and early-access partners.Manage post-sales technical deployment and integration, including SIP trunking, SBC configuration, carrier onboarding, and end-to-end telephony routing.Deliver technical presentations, whiteboard sessions, solution demonstrations, and technical responses for Request for Information (RFIs) and Request for Proposal (RFPs) highlighting Google Cloud Applied AI and CCaaS value propositions.Collaborate closely with Product Management and Engineering to identify telephony and platform gaps, advocate for feature improvements, and co-design fixes based on field learnings.Minimum qualifications:Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.Experience designing, building, and deploying conversational voice and chat solutions (voicebots, IVR, virtual agents).Experience writing code in Python for prototyping, API integration, and automation.Preferred qualifications:Master's degree in Engineering, Computer Science, or related technical fields.Google Cloud Certified (Professional Cloud Architect or Professional Data/ML Engineer).Experience architecting and deploying major enterprise CCaaS platforms (e.g., Google Cloud Customer Engagement Suite, Genesys, Cisco, Avaya, NICE, Five9, or Twilio).Experience working with modern LLMs, prompt engineering, and agentic AI architectures applied to customer support or contact center workflows.Experience managing technical relationships and delivery across System Integrators (SIs) and telecom carriers.Strong network troubleshooting skills (Wireshark/packet capture analysis, QoS, firewall traversal, SIP ladder inspection).In this role, Cloud Applied AI (AAI) powers business growth with Gemini Enterprise. Your portfolio includes Gemini Enterprise for Customer Experience, along with other vertical and domain packaged solutions. You will enable high adoption and speed to value by building solutions that are quickly deployed, delivering new 0-to-1 capabilities with startup agility as the team members will operate at the forefront of AI, collaborating directly with model builders with unprecedented speed.As an Applied AI Technical Solutions Consultant specializing in Contact Center as a Service (CCaaS), you will drive customer experience transformations across the entire customer life-cycle, spanning pre-sales architecture, prototyping, post-sales deployment, and ongoing technical support. You will architect, integrate, and deploy next-generation agentic AI and virtual agent solutions powered by Gemini for Customer Experience, with a focus on enterprise telephony and contact center integrations.In this role, you will be the technical authority for telephony integration (SIP, RTP, carrier connectivity, and CPaaS) across complex CCaaS environments. In pre-sales, you will partner with Sales and Customer Engineering to lead technical discovery, build rapid proof-of-concepts, and design viable architectures. In post-sales, you will own technical delivery, guide carrier and telephony onboarding, lead cutovers to production, and provide escalation support and stabilization. You will also maintain a feedback loop with Applied AI Product and Engineering teams, turning field challenges into product enhancements, while co-developing solutions with strategic System Integrators (SIs), Independent Software Vendor (ISVs), and partners.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.Individual pay is determined by factors including job-related skills, experience, and relevant education or training. Ireland: 114000 - 116000 (EUR) + 15% bonus target + equity + benefitsLearn more about benefits at Google.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: London, UK; Dublin, Ireland.Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.5 years of experience in solution developing and 3 years of experience in stakeholder management, professional services, or technical consulting.Experience with IP telephony, VoIP protocols (SIP, RTP, WebRTC), PSTN, Session Border Controllers (SBCs), and CPaaS platforms.Experience designing, building, and deploying conversational voice and chat solutions (voicebots, IVR, virtual agents).Experience writing code in Python for prototyping, API integration, and automation.

Location:London Languages:English(Fluent),andanyEuropeanlanguagewouldbeanadvantage Contract:40haweek,fulltime,Hybrid3daysinoffice(CanaryWharf) Idealstartdate:ASAP JobTitle:ConsumerInsightsSpecialistorAnalyticsandReportingManager PoweredbyComdataGroup,wearesupportingourclient‘TheCocaColaCompany’withexcellentConsumerCareomnichannelservices.ThisisauniqueopportunitytoworkasanAnalyticsManagerforourConsumerCareEuropeanTeamdedicatedtoCoca-Cola(30marketsinEurope).Welookafterthewayourpartnerengageswiththeircustomers,throughtraditionalandsocialmediacareandgivesupporttotheirexcitingcampaigns. AsaAnalyticsManagerfortheConsumerCareteamyouwillbeanalysingdatafrom50fulltimeemployeesacross30differentEuropeancountries.ThisisanintegralpartoftheConsumerCare/Consumerserviceteam,whichwillenableaconstantimprovementofConsumerCarePracticeswhilehelpingtheteamtoreachitstargets. • CRM Salesforce Expertise & Innovation: Be the technical expert in leading different global innovative projects within CRM Salesforce such as automatizations, reports, dashboards, Agentforce, Einstein, Connectors with other CRM tools. Genesys experience is a plus., • Process Optimisation & Automation: Identify opportunities to streamline, standardise and automate reporting and operational processes, improving efficiency, accuracy and scalability. Conduct ad-hoc analysis to identify process gaps, root causes and opportunities for continuous improvement., • Reporting & Performance Management: Own weekly, monthly, quarterly and annual reporting across Consumer Care and other customer channels, with a key focus on monthly business reviews. Translate complex performance data into clear, engaging insights and narratives, presenting key trends, achievements, challenges and opportunities to senior leadership and clients., • Power BI Reporting & Dashboard Management: Manage and maintain existing Power BI dashboards, including data accuracy, refresh schedules and ongoing functionality. Develop new dashboards and reporting solutions aligned with evolving business and client requirements., • Performance & Quality Analysis: Monitor key Consumer Care performance metrics, quality monitoring results and operational KPIs to identify trends, performance gaps and improvement opportunities, working closely with operational and training teams to drive targeted actions., • Cross-functional Collaboration: Partner with Account Directors, Team Leaders, Training Managers and other stakeholders to understand business requirements, provide actionable insights and support performance improvement initiatives., • Ad-hoc Analysis & Business Support: Provide timely analysis and reporting to support client queries, campaign performance reviews, operational decision-making and emerging business requirements., • 3/5years'experienceinanAnalyticsManager;preferablyinanFMCGenvironmentandinConsumerCare., • Stronganalyticalnumeracyskills&theabilitytoanalysedataandprovidedetailedcommercialinsightsinperfectlytailoredreports, • Youhaveexcellentknowledgeof(CRMSalesforce/Nexus)&Microsoftsuite(excel,ppt,Outlook),PowerBi,SQL, • Haveexperienceinend to endownershipofcomplexanalyticsprojects(requirementsgathering,technicalexecution,andstakeholdermanagement)., • Havethecapabilitytoworkonseveralprojectsatthesametimeandprioritiseaccordingly, • Theabilitytobuildstrongworkingrelationshipswithteammembersandkeystakeholders., • Strongexperienceinpresentinganalyticalfindingsandsolutions, • Beingateamplayerandexpertcollaborator;youareorganised,anddetailorientatedwithyourapproachtowork. #J-18808-Ljbffr

A global technology company in the UK is seeking a Level 3 Contact Center Engineer to lead incident management and provide deep technical support across Genesys Cloud CX and Cisco UCCE platforms.

We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together. The Role We are seeking a transformational VP, Global Customer Care to lead and reimagine how customers engage with us across every touchpoint. This is a senior leadership role for an operator-strategist who thrives at the intersection of technology, people, and customer experience — someone who can run a complex, multi-channel, globally distributed operation today while architecting what customer engagement looks like tomorrow. You will oversee an operation spanning 200–1,000 agents across internal teams, offshore collaboration centers, and outsource partners, while accelerating our shift toward AI-augmented and digital-first service delivery. Critically, you bring a genuine passion for building inclusive, high-trust team cultures across borders, time zones, and working styles — where every team member, regardless of location, feels connected to a shared mission. This position requires closely partnering with C-suite and cross-functional teams in Product, Technology, Marketing, Operations, Finance, and HR. How to make an impact • Own end-to-end performance across all contact routes — voice, chat, email, SMS, and self-service — and all delivery partners (internal, offshore, and external)., • Drive KPI excellence across CSAT, FCR, AHT, SLA adherence, and cost-per-contact, balancing efficiency with customer experience quality., • Lead capacity planning, forecasting, and workforce management in partnership with WFM and analytics teams., • Define and execute a multi-year contact center strategy that transforms customer care from reactive support into proactive, personalized, and predictive service aligned with business growth., • Partner with Product and Technology to build the roadmap for next-generation engagement capabilities, integrating conversational AI, virtual agents, agent-assist, and predictive analytics into daily operations., • Act as the executive voice of the customer, translating contact center insights into actionable improvements across product, marketing, and operations. About you You are a strategic, empathetic, and culturally aware leader who thrives in a dynamic environment. You bring a genuine passion for building inclusive, high-trust team cultures across diverse geographies, breaking down operational silos, and creating a shared sense of community for virtual and distributed teams. With strong communication norms, operational rigor, and executive presence, you excel at translating operational metrics into strategic growth for business partners and driving a culture of high performance, continuous learning, and employee wellbeing. Your background: • 10+ years of contact center leadership, including 5+ years managing 200+ agents across internal, offshore, and outsourced models., • Track record of driving large-scale transformations, including AI deployments (e.g., Zendesk, Decagon, Google CCAI, Amazon Connect, Genesys, Five9), platform migrations, operating model redesigns, and offshoring transitions., • Proven ability to define a long-term operational vision alongside direct P&L or major cost‑center budget ownership and strong financial acumen., • Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to cross‑cultural communication, feedback, and conflict resolution., • Deep expertise in core channels (voice, digital, self‑service) and platform architectures across CCaaS, CRM, WFM, and QA within telecom, tech, or high‑velocity consumer services., • MBA or advanced degree in Business or Operations (preferred), with process improvement certifications (e.g., Six Sigma, Lean) and experience with multi‑country operations. This role is based in London (Hybrid: 3 days in office, 2 days remote). Requires at least 25% travel, mostly within the EU with occasional international trips to other global offices. Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data‑driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive. #J-18808-Ljbffr

Start Delivering with Uber Eats.Delivering with Uber Eats offers a flexible way of making money.It is a great alternative to traditional part-time delivery jobs or other part-time gigs, temp jobs or seasonal work.See how delivering with the Uber app can help you make money flexibly.You decide how mu