Global CCaaS & Customer Experience Lead

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

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.