3 days ago
Albany, NY, USA +41 moreMid Level
Base Salary
$54k - $206k/yr
Responsibilities
- Work embedded with client technology teams to understand service platforms, data, operational constraints, contact center systems, telephony systems, and cloud environments.
- Partner with Forward Deployed Engineers and AI Solution Engineering teams to take AI prototypes into production.
- Stand up environments, model-serving and inference endpoints, and deployment pipelines.
- Build and maintain AI platform infrastructure using infrastructure as code, containers, and CI/CD across cloud and hybrid environments.
- Run performance and load testing for real-time voice and chat workloads, tune latency, and plan capacity for peak demand.
- Track and optimize AI costs through token usage, model routing, caching, and right-sizing, and communicate results to client teams.
- Build data pipelines and platform components for service data lakes, reporting, dashboards, and analytics agents.
- Set up observability, logging, alerting, reliability targets, incident response, and operational runbooks.
- Implement conversation designs, customer experience journeys, and prototypes in code while identifying technical constraints and iterating from usage data.
- Support production rollout and adoption through runbooks, client training, and handoff to client or managed-delivery teams.
- Use AI-assisted engineering tools across story grooming, solutioning, testing, triage, and development.
- Contribute reusable components, accelerators, field lessons, onboarding, mentoring, project debriefs, and team points of view.
Requirements
- At least 3 years of professional experience in platform, cloud, DevOps, site reliability, data engineering, or comparable client-facing technical consulting with hands-on AI or LLM production deployment experience.
- At least 1 year of experience with customer service, contact center, or customer experience projects or operations and related metrics such as resolution, average handle time, and CSAT.
- Hands-on experience with at least one of AWS, Azure, or Google Cloud, including containers, Kubernetes, infrastructure as code such as Terraform, and CI/CD.
- Programming and scripting experience with Python and SQL for querying data and validating pipelines.
- Experience deploying and operating AI or ML workloads, including model serving and inference, on platforms such as Amazon Bedrock, Microsoft Azure AI Foundry, Google Vertex AI, or Databricks Mosaic AI.
- Experience with observability and performance tools such as OpenTelemetry, Grafana, or Datadog, plus load testing.
- Experience with modern data platforms such as Databricks, Snowflake, BigQuery, or Microsoft Fabric.
- Ability to translate technical work into business value and communicate with developers, client leaders, and other stakeholders.
- Willingness to travel regularly to client locations.
- Exposure to contact center platforms such as Amazon Connect, Genesys Cloud, or NICE CXone, including SIP, WebRTC, speech-to-text, or text-to-speech, is preferred.
- Experience with interaction data, workforce and quality data, cloud or FinOps certifications, a portfolio of deployed AI projects, and client-facing consulting or professional services experience are preferred.
- A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience, is preferred.
Benefits
- Medical, dental, vision, life, and long-term disability coverage.
- 401(k) plan, bonus opportunities, paid holidays, and paid time off.
- Regular travel to client locations is required, with work performed on site and remotely.
- The posting is anticipated to remain open until January 31, 2027.
Tech Stack
Categories
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.