Customer AI Engineer

Job Role: Customer AI Engineer Team: Song AI & Data – AI & Modelling Craft, UK&I Location: London / Manchester Career Level: Consultant (L9) We Are 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. With strong client relationships and deep industry expertise, we help our clients operate efficiently and sustainably through the unlimited potential of imagination, technology and intelligence. Visit us at: https://www.accenture.com/gb-en/about/accenture-song-index The Team Within Accenture Song sits AI & Data, the practice that builds the data-led intelligence behind the customer work. Song AI & Data helps organisations unlock value from data, analytics and AI by creating more relevant, personalised and effective customer experiences. Our expertise spans customer insight, data strategy and platforms, advanced analytics, performance optimisation, and AI (including generative AI and agentic AI) transformation. You will join the Song AI & Data UK practice, within the AI & Modelling Craft: a community of data scientists, AI engineers, modellers and solution architects focused on applying AI, machine learning and advanced analytics to solve customer and growth challenges. Our teams work across the full lifecycle, from identifying opportunities and designing solutions through to building, deploying and operating AI products that deliver measurable business value. The Role As a Customer AI Engineer, you will design, build and deploy machine learning, generative AI and agentic AI solutions that help our clients better understand, serve and grow their customers. This is a hands-on engineering role where you will work across the full delivery lifecycle, from understanding the business problem and shaping the solution through to deployment, monitoring and continuous improvement. Your work could include building a retrieval-augmented generation solution that helps customer service agents access the right information, developing an agentic workflow that automates campaign planning and optimisation, productionising recommendation and personalisation models, or creating customer intelligence solutions that power segmentation, propensity, next-best-action and decisioning capabilities. You will work in multidisciplinary teams alongside data scientists, architects, engineers and client stakeholders. The problems you work on will often be ambiguous at the outset, requiring you to test assumptions, experiment quickly and iterate towards solutions that are scalable, reliable and ready for production. This role requires strong technical curiosity and a builder mindset. You will be expected to stay current with developments in machine learning, generative AI and agentic systems, while applying sound engineering principles to create solutions that are secure, maintainable and effective in real-world environments. You will also work directly with clients, helping them understand how AI solutions work, what value they can create and the practical considerations involved in deploying them successfully. Whether building a personalisation model, deploying a customer service agent or creating a new customer decisioning capability, your focus will be on delivering measurable customer and business outcomes. What You Will Do Design, build and deploy AI-powered tools, services and applications end to end, from problem definition through to live service and iteration. Develop generative AI solutions using prompt and context engineering, coding, retrieval-augmented generation, fine-tuning and applying evaluation techniques. Implement and optimise agentic AI workflows and multi-step reasoning pipelines, integrating them with enterprise systems and data sources. Build, train, evaluate and deploy machine learning models, and define the approach for running and monitoring them in production. Break complex problems into smaller, testable components, and balance speed of experimentation with security, robustness and maintainability. Run experiments to test new approaches and techniques, and apply what you learn to the solutions you are building. Translate business problems into AI solutions with clear and measurable value, and communicate technical concepts to client stakeholders and non-technical audiences. Document patterns and build reusable assets and best practices that can be applied across the AI & Modelling Craft. Contribute to capability building and knowledge sharing across the Song AI & Data practice What’s In It For You Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as: 25 days of leave per year plus 3 extra volunteering days for charitable work of your 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. #LI-EU SNGCR01 About Accenture 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 a