Customer Services Consultant Song (GN)

Accenture Poland; Warszawa; Hybrid; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Private medical care

Life insurance

MyBenefit platform

Multisport card

Employee referral program

Job summary

Accenture Poland is seeking professionals to design and deliver customer interaction solutions across multiple channels. You will act as a subject matter expert in CCaaS platforms and guide transformation projects for Fortune 500 clients.

Role emphasizes continuous learning, certifications, and applying AI-powered customer experiences, with opportunities to work across Europe and the Middle East in a flexible, mostly remote setup.

Qualifications

• Minimum bachelor’s degree.
• 2+ years of consulting experience.
• Experience leading transformative changes in digital customer service.
• Excellent English communication skills.

Responsibilities

• Plan, design and deliver customer interaction solutions across IVR, web, email, chat, SMS and social media.
• Serve as SME in CCaaS platforms and guide transformation projects.
• Enhance skills in quality monitoring, WFM, gamification and AI-powered experiences.
• Leverage industry knowledge while working with Fortune 500 clients.

Skills

CCaaS platforms

Customer experience design

English communication

Education

Bachelor's degree

Tools

AWS

Genesys

Google

NICE

Sprinklr

Salesforce Service Cloud

Job description

• 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 (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nice CXOne, Microsoft Dynamics 365), 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, working with Fortune 500 clients and sophisticated customer interaction operations.


• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field.

THE WORK:

• 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 (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nice CXOne, Microsoft Dynamics 365), 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, working with Fortune 500 clients and sophisticated customer interaction operations.


• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field.

Flexible

We are delivering our work mostly remotely but knowing that Global Network (GN SONG) way of working is also based on traveling and serving advisory, typically working closely with our Clients in their offices, willingness and ability to work at client’s locations mostly across Europe and Middle East, but also other locations, for short or long term is still required.

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

WHAT’S IN IT FOR YOU?

• Challenging job in a dynamic, professional, international and multicultural environment.


• Opportunity to gain exceptional skills, knowledge and experience on large scale international projects.


• Stay current with intensive training and maintain updated CCaaS certifications.

HERE’S WHAT YOU’LL NEED:

• 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) required.

BONUS POINTS IF YOU HAVE:

• Knowledge of Contact Center as a Service (CCaaS) platforms such as Salesforce Service Cloud, AWS Connect, Genesys Cloud, Nice CXOne, Sprinklr and Microsoft Dynamics 365 Customer Service.


• Proven ability to work creatively and analytically in a problem-solving environment.


• Excellent German communication skills (written & spoken).

WHAT WE OFFER?

• Permanent employment contract.


• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.


• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).


• Employee Assistance Program - legal, financial, and psychological consultations.


• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.


• Paid employee referral program.


• Private medical care, life insurance.


• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).

Global Network is a part of Europe Strategy & Consulting practice, pulling together multinational and cross-cultural professionals based at key locations across Europe. No matter what business, no matter where in the world, our unrivaled industry and function experts help our Clients to shape the future creating clearly defined, measurable value. We are delivering on the promise of technology and human ingenuity. Our Poland part of GN Consulting Hub is located in Warsaw, Kraków, Wrocław, Łódź and Gdańsk. Your impact will be truly global as you will leverage an unmatched network of people, knowledge, tools and technologies and work alongside some of the best thinkers in the market.

WHAT WE BELIEVE:

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.