Salesforce Service Cloud Manager Song (GN)
Tech Stack / Keywords
Firma i stanowisko
Accenture is a leading global professional services company serving clients in more than 120 countries. The role is within Accenture's Global Network SONG practice, a part of the Europe Strategy & Consulting division. This practice focuses on marketing, commerce & sales, and service functions, delivering transformative strategies for large multinational clients. The Poland GN Consulting Hub includes locations in Warsaw, Kraków, Wrocław, Łódź, and Gdańsk.
Wymagania
- Minimum Master’s degree.
- 5+ years of experience within Consulting (preferred) and/or other industry sectors.
- 5+ years of experience working on Salesforce Service Cloud; exposure to SAP CRM and Microsoft Dynamics 365 is a plus.
- Solid knowledge and experience leading digital customer service transformations and customer experience design.
- Experience with service and contact center tools including AWS, Genesys, Google, NICE, Sprinklr, Salesforce, and ServiceNow.
- Excellent English communication skills (written and spoken).
Obowiązki
- Planning, designing, and delivering customer interaction solutions across IVR, web, email, chat, SMS, and social media channels.
- Serving as a subject matter expert in CCaaS platforms (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone, Microsoft Dynamics 365) and providing guidance on transformation projects.
- Proactively enhancing skills in quality monitoring, WFM, gamification, and AI-powered customer experiences.
- Leveraging deep industry-specific process knowledge working with Fortune 500 clients.
- Embracing new opportunities and maintaining updated certifications.
Benefity
- Permanent employment contract.
- Individual support from a People Lead and access to coaching sessions.
- Extensive training package including soft skills, technical, language training, e-learning platforms, GenAI training, and course co-financing.
- Employee Assistance Program offering legal, financial, and psychological consultations.
- Eligibility for Employee share purchase plan with quarterly dividends.
- Paid employee referral program.
- Private medical care and life insurance.
- Access to MyBenefit platform including the Multisport card.
- Company car.
Inne informacje
Candidates must have willingness and ability to work at client locations mostly across Europe and the Middle East for short or long-term assignments despite mostly remote work. Accenture is an equal opportunity employer committed to inclusion and diversity. By applying, candidates consent to personal data processing under GDPR.
Accenture
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