Salesforce Service Cloud Manager - Global Network Song

• 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.

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

• 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.

• Laptop
• Additional monitor
• Headphones
• Business phone
• Windows
• Linux
• OS X

• Can switch project

Packages and extras

• Leisure package for families
• Trainings
• Financial bonus
• Healthcare package
• Leisure package
• Healthcare package for families
• Conferences
• Equity
• Language courses

Amenities

• Cold beverages
• Hot beverages
• Integration events
• Fruits
• Chill room
• Car parking
• Shower
• Bicycle parking