Salesforce Service Cloud Manager Song (GN)

Accenture PLC; Kraków; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Permanent contract

Training package

Private medical care

Life insurance

Company car

Employee referral program

Job summary

Accenture is seeking a senior consultant for Global Network/Strategy & Consulting to plan, design and deliver customer interaction solutions across IVR, web, email, chat, SMS and social channels. You will serve as an expert in CCaaS platforms (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone, Microsoft Dynamics 365) and guide transformation projects.

Travel to client offices across Europe and the Middle East is expected while working mostly remotely.

Qualifications

• Minimum Master’s degree.
• 5+ years of experience within Consulting (preferred).
• 5+ years of Salesforce Service Cloud experience (exposure to SAP CRM/ Microsoft Dynamics 365 is a plus).
• Solid knowledge and direct experience in leading transformative changes in digital customer service.
• Experience in Service, Contact Center tools (AWS, Genesys, Google, NICE, Sprinklr, Salesforce, ServiceNow).
• 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 expert in CCaaS platforms and guide transformation projects.
• Enhance skills in quality monitoring, WFM, gamification, and AI-powered CX.
• Apply industry knowledge to Fortune 500 clients and complex operations.
• Embrace new opportunities and pursue certifications for ongoing improvement.

Skills

CCaaS platforms

Salesforce Service Cloud

Consulting

Customer Experience Design

English communication

Education

Master’s degree

Tools

Sprinklr

AWS Connect

Genesys Cloud

Nuance CXone

Microsoft Dynamics 365

ServiceNow

SAP CRM

Job description

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.

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.

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

Global Network is a part of Europe Strategy & Consultingpractice, 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 Gdańsk. 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.

https://www.accenture.com/pl-pl/privacy-policy

About Accenture

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—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.