Remote CCaaS & Customer Experience Leader

Accenture Poland

Warszawa

Hybrid

PLN 240,000 - 320,000

Full time

14 days+

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Benefits offered by this job

Permanent employment contract

Private medical care

Life insurance

Company car

Employee share purchase plan

Learning & development package

Job summary

Accenture Poland seeks a seasoned consultant to lead digital customer service transformations across CCaaS platforms. You will work with Fortune 500 clients, designing and delivering multi-channel customer interaction solutions while advancing your expertise and certifications.

The role offers a global, collaborative environment with opportunities to travel and work in client offices across Europe, the Middle East, and beyond.

Qualifications

Master's degree required.
5+ years of experience in Consulting (preferred).
Strong experience leading digital customer service transformations.
Experience with CCaaS platforms like Salesforce, AWS, Genesys, NICE, Sprinklr, or MS Dynamics 365.
Excellent English communication skills (written & spoken).

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.
Enhance skills in quality monitoring, WFM, and AI-powered customer experiences.
Leverage industry knowledge to work with Fortune 500 clients.
Maintain certifications and pursue ongoing professional development.

Skills

English proficiency

Analytical thinking

Education

Master's degree

Tools

Salesforce Service Cloud

AWS Connect

Genesys Cloud

Nice CXOne

Sprinklr

Microsoft Dynamics 365

Job description

The role offers a global, collaborative environment with opportunities to travel and work in client offices across Europe, the Middle East, and beyond.

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