Job Description

About Accenture:
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at

About Capability Network

Part of Strategy & Consulting, the Capability Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Over 3,500 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit

Job Summary:
• 2-7 years of data model design, solution design, user story definitions, requirement gathering and salesforce platform configuration experience (Service, Einstein Analytics, Sales etc.)
• Functional and hands-on experience on Salesforce platform i.e. Service Cloud and Einstein Analytics (Chat bot, Analytics, Discovery etc.)
• Salesforce Einstein & Service Cloud certified (preferred, not mandatory)
• Understanding on contact centers & their integration with Service cloud, is a plus.
• Experience in designing and implementing service business processes such as case management, case routing, omni-channel designs, CTI integration etc.
• Understanding in cutting-edge technologies including Chatbots, AI/ML, AR/VR and RPA systems will be a plus


Qualifications: • Bachelor’s degree in related field or equivalent experience • MBA (preferred, not mandatory) Knowledge and skill requirements: • 2-7 years of extensive expertise in understanding and designing of Lightning Service Console, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Service Process and Automation • Enable Einstein Analytics solution to be embedded into wider SFDC ecosystem (Sales, Service etc.) or as a standalone Analytics platform for service insights & dashboarding. • Define intuitive, insightful, actionable, and compelling Einstein Analytics outcomes/dashboards to Measure performance, success, and identify business opportunities • Business Analysis skills focusing on analytics and reporting - to help define Salesforce Service and Einstein Analytics platform vision and specific user stories based on business use cases • Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements • Can work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs • Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project • A strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc.) • Thorough understanding of Salesforce Framework and integration with internal and external components. Technical implementation experience – not mandatory. • Ability to work on business proposals from solutioning and effort estimation standpoint and to demonstrate solutions during client orals • Salesforce certification in one or more focused solution area (Service Cloud, Einstein Analytics, Sales Cloud, Marketing cloud etc.) • Excellent communications and presentation skills • Ability to work effectively in a remote, virtual and global environment

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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