CCaaS Transformation Lead - Remote & Global Travel

Accenture PLC; Kraków; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Employee share purchase plan

Paid referral program

Worksmile platform access

Job summary

Accenture is seeking a seasoned CCaaS consultant to design and deliver customer interaction solutions across multiple channels. The role requires leading transformative changes in digital customer service and strong experience with CCaaS tools within a global, multicultural context.

You will stay current with certifications and participate in extensive training packages, including GenAI training and certification options. A Permanent contract and international travel may be involved.

Qualifications

• Minimum Master’s degree.
• 5+ 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).
• Excellent English communication skills (written & spoken) required.

Responsibilities

• Plan, design and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social channels.
• Serve as 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 knowledge of industry processes, working with Fortune 500 clients and complex contact center operations.
• Embrace new opportunities and stay updated with certifications.

Skills

English proficiency

Consulting experience

Customer experience design

Education

Master’s degree

Tools

AWS

Genesys

Google

NICE

Sprinklr

Salesforce

Job description

Accenture is seeking a seasoned CCaaS consultant to design and deliver customer interaction solutions across multiple channels. The role requires leading transformative changes in digital customer service and strong experience with CCaaS tools within a global, multicultural context.

You will stay current with certifications and participate in extensive training packages, including GenAI training and certification options. A Permanent contract and international travel may be involved.