Senior Salesforce Service Cloud & CCaaS Lead
Accenture PLC
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Benefits offered by this job
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
Education
Tools
Job description
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.
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