Customer Services Manager Song (GN)

4900 Accenture Sp. z o.o. Company; Warszawa; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Permanent contract

Private medical care

Life insurance

Employee share purchase plan

Travel opportunities

Training & development

Job summary

Accenture invites experienced consultants to join its GN Song practice in Poland, focusing on digital customer service transformations across CCaaS platforms. You will design and deliver omnichannel interactions for Fortune 500 clients, guiding programs from discovery to implementation.

The role emphasizes continuous learning, CCaaS certifications, and collaboration with a global network. Some travel across Europe and the Middle East is expected, with flexible remote work.

Qualifications

• Master's degree required.
• 5+ years of consulting experience, preferably in digital customer service.
• Strong knowledge of transforming digital customer experience and design.
• Experience with CCaaS tools: AWS, Genesys, Salesforce, Sprinklr, NICE, Sprinklr, Google, Microsoft Dynamics 365.
• Excellent English communication skills (written and spoken) required.

Responsibilities

• Plan, design and deliver customer interaction solutions across IVR, web, email, chat, SMS and social channels.
• Serve as SME in CCaaS platforms and guide transformation projects.
• Continue to develop CCaaS certifications and quality monitoring skills.
• Leverage industry knowledge to serve Fortune 500 clients in advisory roles.
• Be flexible to travel across Europe, Middle East and other locations.

Skills

Excellent English communication skills

Client-facing communication

Education

Master's degree

Tools

AWS

Genesys Cloud

Salesforce Service Cloud

Sprinklr

NICE CXOne

Microsoft Dynamics 365

Google

Job description

WHO WE ARE:

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services. We offer solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. Within Accenture Global Network (GN Song), we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organisations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships.

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 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.

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

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).
• Company car.
• 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.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. World. Explore your next step at Accenture