Customer Tech Manager

Job Description

The work

Do you thrive at the intersection of strategy and technology in customer service operations? As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations. You will guide clients through pivotal architectural choices (e.g. CCaaS, CRM, Agentic AI), unlocking scalable and intelligent service experiences, and turn ambitious customer service strategies into scalable, cloud‑based solutions. You will lead end‑to‑end CCaaS transformations, architect scalable cloud‑native service platforms, and guide clients through critical design decisions across multi‑cloud, omnichannel, and AI‑driven ecosystems. If you enjoy a high‑complexity delivery environment, building and leading multidisciplinary teams, and can translate ambitious service strategies into robust technical architectures and operational models, this role offers the perfect opportunity.

• Team Our Service team consists of 17 talented and engaged colleagues. We are an advisory team looking to broaden our technical capabilities. We work on diverse client projects but stay closely connected through regular meet-ups and knowledge sharing – fostering an energetic, collaborative culture where you’ll also play a key role in coaching and developing others.
• Daily tasks As a Manager within our Service practice, you will lead multidisciplinary teams in designing and delivering end‑to‑end contact center customer service transformations, enabling organizations to handle customer interactions and service requests efficiently and consistently across channels, while balancing customer experience, cost, risk, and performance. You serve as the primary point of contact for clients, translating business objectives into actionable solution architectures and ensuring successful delivery across all project phases. You will shape and execute service‑modernization roadmaps that integrate AI/GenAI—such as intelligent routing, conversational AI, agent‑assist, and automated knowledge orchestration—to elevate both customer and agent experiences. You oversee workstreams, manage senior stakeholders, ensure quality of deliverables, and drive measurable business outcomes across complex service landscapes.
• Technology We always look for innovative solutions to improve our client's customer experience and growth. Hence, you will work at the intersection of business, technology, and customer experience, architecting and implementing modern CCaaS solutions that seamlessly integrate into clients’ CRM, ERP, data and AI ecosystems.

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Who we are – Accenture

Accenture Song

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product, and experience design; technology and experience platforms; creative, media and marketing strategy and campaign, content and channel orchestration.