Salesforce Service Cloud Manager Song (GN)

Accenture Poland; Warszawa; On-site; PLN 167,400 - 223,200; Full time

Benefits offered by this job

Permanent employment contract

Wide training package

Private medical care

Job summary

A global consulting firm is seeking a Salesforce Service Cloud Manager to oversee customer interaction solutions. The role requires a Master's degree and 5+ years of consulting or related experience, particularly with Salesforce. Responsibilities include planning and delivering solutions across IVR, web, and social media channels, serving as a subject matter expert in CCaaS platforms. This position offers opportunities for transformative projects and a dynamic international work environment. Candidates should possess excellent communication skills and a solid understanding of customer experience design.

Qualifications

• Minimum Master's degree.
• 5+ years of experience within consulting or other industry experience.
• 5+ years of experience working on Salesforce Service Cloud.

Responsibilities

• Plan and deliver customer interaction solutions across various channels.
• Serve as a subject matter expert in CCaaS platforms.
• Enhance skills in quality monitoring and AI-powered customer experiences.

Skills

Excellent English communication skills

Experience in Service, Contact Center tools

Solid knowledge of customer experience design

Education

Master's degree

Tools

Salesforce Service Cloud

AWS

Genesys

Job description

Salesforce Service Cloud Manager - Global Network Song

Join to apply for the Salesforce Service Cloud Manager - Global Network Song role at Accenture Poland

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. Explore an exciting career at Accenture!

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.

Within Accenture Global Network (GN Song), we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organisations. 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

• Planning, designing and delivering customer interaction solutions across IVR, web, email, chat, SMS, and social media channels.
• Serve as a subject matter expert in CCaaS platforms (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone, Microsoft Dynamics 365), providing guidance on transformation projects.
• Proactively enhance skills in quality monitoring, WFM, gamification, and AI‑powered customer experiences.
• Leverage deep knowledge of industry‑specific processes, working with Fortune 500 clients and sophisticated customer interaction operations.
• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field.

We are delivering our work mostly remotely while working closely with clients in their offices, typically across Europe and the Middle East. Some in‑person time for collaboration, learning and building relationships with clients, peers, leaders, and communities is required.

WHAT’S IN IT FOR YOU?

• Opportunity to work on transformative projects with G2000 clients.
• 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:

• Minimum Master’s degree.
• 5+ years of experience within consulting (preferred) and/or other industry experience.
• 5+ years of experience working on Salesforce Service Cloud (Nice to have exposure to SAP CRM/Microsoft Dynamics 365).
• Solid knowledge and direct experience in leading transformative changes in digital customer service, customer experience design.
• Experience in Service, Contact Center tools (AWS, Genesys, Google, NICE, Sprinklr, Salesforce, ServiceNow).
• Excellent English communication skills (written & spoken) required.

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).
• Company car.

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.

Clicking apply I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes, and that it is a data controller within the meaning of GDPR. More information about Accenture (and if necessary also its representative) can be found here: https://www.accenture.com/pl-pl/privacy-policy

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Strategy/Planning and Consulting

Industries

Business Consulting and Services

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