Remote CCaaS & Customer Experience Manager

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

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.