Salesforce Service Cloud Consultant/Analyst - Song (GN)

Accenture is a leading global professional services company offering solutions across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. The Global Network Song practice focuses on marketing, commerce & sales, and service functions through transformative strategies enhancing business performance globally.

• 2+ years of experience in Salesforce Service Cloud implementations within consulting or other industries.
• Solid knowledge and direct experience in leading transformative changes in digital customer service and customer experience design.
• Effective communication, strong analytical and problem-solving skills.
• Strong business and data analytics/excel skills and presentation skills.
• At least one Salesforce certification 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.
• Excellent German communication skills (written & spoken).

• 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.
• Maintain certifications for continuous professional growth.

Work mode:

• Mostly remote work with the requirement to work at client locations across Europe and the Middle East for short or long term as needed.

The role may require traveling and working at client locations mostly across Europe and the Middle East for short or long term. Applicants consent to personal data processing by Accenture for recruitment purposes as per GDPR. Accenture commits to equal employment opportunity and nondiscrimination under Polish law.