Customer Services Manager Song (GN)

Accenture Poland; Warszawa; Hybrid; PLN 250,000 - 500,000; Full time

Benefits offered by this job

Permanent contract

Extensive training & development

Private medical care

Life insurance

Company car

Employee share purchase plan

Job summary

Accenture Poland is seeking a seasoned consultant to lead transformation in digital customer service for Fortune 500 clients across Europe and the Middle East. You will design and implement CCaaS-enabled solutions spanning IVR, web, email, chat, and social channels.

You will work with global teams, pursue ongoing certifications, and grow through a clear development path with coaching and training resources. This permanent role offers international exposure and flexible travel.

Qualifications

• Minimum Master’s degree.
• 5+ years of consulting experience preferred.
• Strong track record in transforming digital customer service.
• Experience with CCaaS tools like Salesforce Service Cloud, AWS Connect, Genesys Cloud, Nice CXOne, Sprinklr or similar.

Responsibilities

• Plan, design, and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social channels.
• Serve as SME in CCaaS platforms, guiding transformation projects.
• Proactively enhance skills in quality monitoring, WFM, gamification, and AI-powered experiences.
• Leverage industry knowledge to work with Fortune 500 clients on complex contact center ops.
• Remain current with certifications and continuous improvement.

Skills

CCaaS platforms experience

English communication skills

Consulting experience

Digital customer service leadership

Leadership abilities

Education

Master's degree

Tools

Salesforce Service Cloud

AWS Connect

Genesys Cloud

Nice CXOne

Sprinklr

Microsoft Dynamics 365

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.

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.

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.