CCaaS Transformation Consultant — Remote & Global Impact

Accenture PLC; Kraków; Hybride; PLN 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Private medical care

Life insurance

Employee share purchase plan

Paid employee referral program

MyBenefit platform

Résumé du poste

Accenture is expanding its Global Network Consulting Hub in Poland, seeking a CCaaS-focused consultant to design and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social channels.

You will serve as a subject matter expert on CCaaS platforms (Salesforce Service Cloud, AWS Connect, Genesys Cloud, Nice CXOne, Sprinklr, Microsoft Dynamics 365) and guide transformation programs for Fortune 500 clients.

Qualifications

• Minimum bachelor’s degree.
• 2+ years of experience within Consulting (preferred) and/or other industry experience.
• Solid knowledge and direct experience in leading transformative changes in digital customer service, customer experience design.
• Experience in Service, Contact Center tools (AWS, Genesys, Google, NICE, Sprinklr, Salesforce Service Cloud).
• Excellent English communication skills (written & spoken).

Responsabilités

• Planning, designing and delivering customer interaction solutions across IVR, web, email, chat, SMS, and social media channels.
• Serve as a subject matter expert in CCaaS platforms, providing guidance on transformation projects.
• Proactively enhance skills in quality monitoring, WFM, gamification, and AI-powered customer experiences.
• Leverage deep knowledge of industry-specific processes while working with Fortune 500 clients.
• Embrace new opportunities and stay updated with certifications in the field.

Connaissances

Excellent English communication skills

Formation

Bachelor's degree

Outils

Salesforce Service Cloud

AWS Connect

Genesys Cloud

Nice CXOne

Sprinklr

Microsoft Dynamics 365

Description du poste

Accenture is expanding its Global Network Consulting Hub in Poland, seeking a CCaaS-focused consultant to design and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social channels.

You will serve as a subject matter expert on CCaaS platforms (Salesforce Service Cloud, AWS Connect, Genesys Cloud, Nice CXOne, Sprinklr, Microsoft Dynamics 365) and guide transformation programs for Fortune 500 clients.