We are seeking an AI Tool Support Engineering Lead to lead comprehensive user support and program management for AFS AI Code Assist, an AI-powered coding assistant that leverages Large Language Models (LLMs) to help developers write code more efficiently and accurately. In this role, you will serve as the primary point of contact for users, managing inquiries, maintaining communication channels, and delivering white glove application services. You'll be responsible for managing T1/T2 helpdesk support, responding to GenAIHub program inquiries, managing internal resources across AFS Portal, DevHub, and newsletters, and ensuring an exceptional user experience for all stakeholders.

The Work

• Enable Model Services, IAM Configurations, Vendor Platform Support
• T1/T2 AFS IT Helpdesk Support, GenAIHub Program Inquiries
• AFS Portal / DevHub / Newsletter intranet resources management
• White glove Application services (SCRM requests, Architecture/Design help, App change management, etc.)
• New releases of AFS Code Cred & Code Cred Installer and other supporting applications

What you need

Customer Support & Service (Advanced)

• Helpdesk ticketing systems (ServiceNow, Jira Service Management, Zendesk)
• T1/T2 support methodologies and escalation procedures
• Customer service best practices and SLA management
• Issue tracking, documentation, and resolution

Communication & Content Management (Advanced)

• Technical writing and documentation
• Content management systems (SharePoint, Confluence, WordPress)
• Email marketing and newsletter platforms
• Stakeholder communication and relationship management

AI Coding Assistant Knowledge (Intermediate)

• Understanding of AI code generation tools and workflows
• Developer tools and IDE environments
• Common coding assistant use cases and limitations
• Basic troubleshooting of AI-generated code

#LI-DNI

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$91,300-$184,900 USD