Management Consultant/Analyst for Contact Centers (Song GN)

Accenture; Warszawa; Hybrid; PLN 300,000 - 460,000; Full time

Benefits offered by this job

Private medical care

Life insurance

Employee referral program

Share purchase plan

Job summary

Accenture is seeking an experienced Contact Center Implementation Consultant with strong Genesys Cloud CX expertise to design, configure, and implement modern cloud-based contact center solutions. You will work with stakeholders, analyze requirements, and deliver end-to-end deployments across Europe and the Middle East, with travel to client sites as needed.

The role requires deep knowledge of Genesys Cloud CX, integration approaches, and strong English communication.

Qualifications

• Experience implementing Genesys Cloud CX solutions in enterprise environments.
• Understanding of contact center operations and customer service processes.
• Hands-on with Genesys Architect, call routing, queue management, and channel configuration.
• Experience gathering business requirements and translating them into technical solutions.
• Knowledge of integration approaches, APIs, and cloud technologies.
• Strong stakeholder management and communication skills.
• Ability to work independently and manage multiple projects.

Responsibilities

• Lead and support end-to-end implementations of Genesys Cloud CX solutions.
• Gather and analyze business and technical requirements from stakeholders.
• Design contact center architectures, flows, and omnichannel journeys.
• Configure and customize Genesys Cloud components: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO/WFM, Reporting and analytics, Data Actions (Genesys API).
• Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
• Support solution testing, UAT, and deployment activities.
• Provide guidance and best practices to clients throughout the implementation lifecycle.
• Deliver workshops, training sessions, and knowledge transfer activities.
• Troubleshoot technical and functional issues and support continuous improvement initiatives.

Skills

Genesys Cloud CX

Contact center operations

Customer service processes

Genesys Architect

Call routing

Queue management

Voice configuration

Digital channel configuration

Reporting & analytics

Interaction workflows

APIs

Cloud technologies

English communication

Job description

WHO WE ARE:

Within Strategy & Consulting Global Network Song Practice we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organizations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships.

We are looking for an experienced Contact Center Implementation Consultant with strong expertise in Genesys Cloud CX to join our team. In this role, you will work closely with business stakeholders, customer service teams, and technical experts to design, configure, and implement modern cloud-based contact center solutions.

THE WORK:

• Lead and support end-to-end implementations of Genesys Cloud CX solutions.
• Gather and analyze business and technical requirements from stakeholders.
• Design contact center architectures, flows, and omnichannel customer journeys.
• Configure and customize Genesys Cloud components, including: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO and WFM, Reporting and analytics, Data Actions (Genesys API)
• Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
• Support solution testing, user acceptance testing (UAT), and deployment activities.
• Provide guidance and best practices to clients throughout the implementation lifecycle.
• Deliver workshops, training sessions, and knowledge transfer activities.
• Troubleshoot technical and functional issues and support continuous improvement initiatives.

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.

HERE’S WHAT YOU’LL NEED:

• Experience implementing Genesys Cloud CX solutions in enterprise environments.
• Understanding of contact center operations and customer service processes.
• Hands‑on experience with: Genesys architect, call routing and queue management, voice and digital channel configuration, reporting and analytics, interaction workflows
• Experience gathering business requirements and translating them into technical solutions.
• Knowledge of integration approaches, APIs, and cloud technologies.
• String takeholder management and communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Excellent English communication skills.

BONUS POINTS IF YOU HAVE:

• Genesys Cloud certifications.
• Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms.
• Knowledge of Workforce Management (WFM), Quality Management (QM), and Workforce Engagement Management (WEM).
• Experience working in Agile project environments.
• Knowledge of CCaaS platforms like Amazon Connect, Sprinklr Service, Nice CXOne, MS DCCP.
• Understanding of cloud platforms such as Azure, AWS, or Google Cloud.

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 Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).

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.

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