Salesforce Service Cloud Consultant/Analyst - Song (GN)

Accenture Poland; Warszawa; Hybride; PLN 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Permanent contract

Training & development package

Private medical care

Employee referral program

Résumé du poste

Accenture Poland is seeking Salesforce Service Cloud consultants to design and deliver customer interaction solutions across multiple channels. You will support Salesforce projects, run design sessions, gather requirements, and present demos to stakeholders.

Excellent communication, analytical, and Excel skills are essential. Experience with CCaaS platforms and a willingness for travel across Europe is a plus. The role offers a permanent contract and strong development opportunities.

Qualifications

• 2+ years in Salesforce Service Cloud implementations or similar consulting work.
• Strong background in transforming digital customer service and experience design.
• Effective communication, analytical and problem-solving skills required.
• Strong business & data analytics/excel and presentation skills.

Responsabilités

• Plan, design, and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social channels.
• Provide consulting support on Salesforce projects including design sessions and requirements.
• Present demos to stakeholders and collaborate with implementation teams on delivery tasks.
• Apply industry expertise to implement Salesforce solutions and support business case development.
• Create reusable assets, analyze market trends, and contribute new ideas.
• Maintain certifications and stay updated for continuous professional growth.

Connaissances

Salesforce Service Cloud

Digital customer service

Communication skills

Data analytics/Excel

Presentation skills

Outils

Salesforce

Description du poste

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.

Join our team of GN SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Global Network Song practice where 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.

THE WORK

• Plan, design, and deliver customer interaction solutions across IVR, web, email, chat, SMS, and social media channels
• Provide consulting support on Salesforce projects, including design sessions, requirement gathering, and solution alignment
• Present demos to stakeholders and collaborate with implementation teams on delivery tasks
• Apply industry expertise to implement tailored Salesforce solutions and support business case development
• Contribute to innovation by creating reusable assets, analyzing market trends, and introducing new ideas
• Stay motivated, embrace new opportunities, and maintain certifications for continuous professional growth

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

• 2+ years of experience in Salesforce Service Cloud implementations within Consulting (preferred) and/or other industry
• Solid knowledge and direct experience in leading transformative changes in digital customer service, customer experience design
• Effective communication skills, strong analytical abilities and problem-solving skills are required
• Must have strong business & data analytics/excel skills and presentation skills
• At least one Salesforce certification is preferred

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 Dynamics 365 Customer Service
• Proven ability to work creatively and analytically in a problem-solving environment
• Excellent German communication skills (written & spoken)

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)

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 Szczecin. 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.