Salesforce Service Cloud Manager - Global Network Song at Accenture

Warsaw, Masovian Voivodeship, Poland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Consulting, TechnologyIndustries

Requirements

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)
Willingness and ability to travel and work at client locations mostly across Europe and Middle East, but also other locations, for short or long term

Responsibilities

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
Embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field

Skills

Salesforce Service Cloud

Sprinklr

AWS Connect

Genesys Cloud

Nuance CXone

Microsoft Dynamics 365

IVR

WFM

gamification

CCaaS

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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