Microsoft Contact Centre Lead Architect

Accenture; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading global professional services company is seeking a Contact Centre Lead Architect to design innovative solutions for enterprise clients. This senior role involves leading a tech team, engaging with Microsoft solutions, and shaping technology roadmaps. The ideal candidate has extensive experience in contact centre solutions and a strong vision for AI's impact. Accenture offers a competitive salary, extensive benefits, and a vibrant learning culture.

Benefits

30 days’ vacation per year

Gym subsidy

Private medical insurance

3 extra days leave for charitable work

Qualifications

• Experience working as a solutions architect in the Contact Centre domain.
• Strong vision for AI impact in the contact center domain.

Responsibilities

• Lead architect for Microsoft contact centre solutions.
• Conduct solution assessment workshops and develop high-level architectures.
• Engage with Microsoft Contact Centre community for innovations.

Skills

Contact Centre domain experience

Vision for AI impact

Knowledge of Microsoft business applications

Tools

Dynamics 365 Contact Centre

Copilot Studio

Dynamics 365 for Customer Service

Microsoft Power Platform

Azure AI

Job description

Job Title: Contact Centre Lead Architect – Microsoft Business Group

Location: London

Salary: Competitive Salary depending on experience

Career Level: Senior Manager

Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital capabilities across all these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

As a team:

In the Accenture Microsoft Business Group you will be part of a unique organisation that has been awarded Microsoft Global SI Partner of the Year 19 times and is recognised as a leader by analysts including Everest Group, Forrester, and IDC across categories, including Business Applications and AI.

Generative and agentic AI presents a huge opportunity for our clients to reimagine customer service. This is a high growth area for our Business Applications team, triggered by Microsoft’s significant investments in AI and the Contact Centre application category.

Job summary:

We have created a new Contact Centre Lead Architect role to help our clients to discover and assess the potential of the Microsoft solutions to deliver on their vision for service, and to develop the architecture and roadmap required to deliver the platform across their organisation.

In this highly visible role, you will envision and design innovative solutions and services for Accenture’s enterprise clients across industries. You will act as their trusted advisor, taking ownership of the solution from early-stage meetings through to the successful transition to our delivery team.

What responsibilities will you have?

• Operating as the lead architect for Microsoft contact centre solutions. You will lead our tech team through all presales steps.

• Lead envisioning and "art of the possible" sessions and solution assessment workshops to shape high-level architectures and technology roadmaps. Orchestrate prototype development to help clients visualize their future.

• Work with specialists across Accenture, tapping into expertise in telephony, AI, customer engagement, and security to shape innovative solutions.

• Coordinate on and offshore architects to develop compelling solution plans for our clients.

• Partner with our customer strategy & consulting team, Accenture Song, to drive shared transformation opportunities.

• Engage with the Microsoft Contact Centre community, from product teams to technical specialists to bring the latest innovations to our clients and colleagues.

What skills & experience are we looking for?

• Contact Centre domain experience working as a solutions architect

• Strong vision for the impact of AI in the contact center domain and good knowledge of the solutions that enable this

• Knowledge of Microsoft business applications

Set yourself apart:

• Knowledge of the Dynamics 365 Contact Centre solution

• Experience working with Copilot Studio

• Experience of Dynamics 365 for Customer Service and Microsoft Power Platform

• Good working relationships with the Microsoft field sales team

• Experience with the key ISVs in the contact centre domain

• Understanding of Azure AI and integration services

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, gym subsidy, private medical insurance and 3 extra days leave per year for charitable work of your choice!

You will also have access to a wide range of training and certifications and will be supported by our coaching and mentoring programmes. Ours is a vibrant, friendly and learning culture where technology skillsarevalued and recognised.

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 first-class services, we are known for.

Closing Date for Applications 31/04/2025

Accenture reserves the right to close the role before this date should a suitable applicant be found.