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. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
Capability Network is a Global Strategy & Consulting practice, pulling together multinational and cross-cultural professionals based at key locations around the world. No matter what business, no matter where in the world, our unrivalled industry and function experts help our Clients to shape the future creating clearly defined, measurable value. We are delivering on the promise of technology and human ingenuity. Our Poland Capability Network is located in Warsaw, Krakow, Wroclaw. Your impact will be truly global as you will leverage an unmatched network of people, knowledge, tools and technologies and work alongside some of the best thinkers in the market.
“Join our world class capabilities and experience unique opportunities to grow your skills with us.” – Małgorzata Nasiłowska, Accenture Capability Network Lead for Poland
The Customer Sales & Service functional team is aligned to the Capability Network division of Accenture and works with clients across its marketing, sales and services department. The team provides transformation services across three key offerings: Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve, thus improving revenue per customer.
Would play a role of Contact center solution specialist and should be able to perform hands on delivery of customer interaction solution (Contact Center Solution)
Involved in pre-sales activities including Response to RFPs, creating proof of concepts.
Be a member of project delivery workstream across phases
Involved in practice specific initiatives including - creating point of views, creating re-usable assets on Contact Center space.
Minimum 2 years of in depth Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Contact Center Solution Designer, Architect, composer tools (knowledge of SIP based routing is must).
Design and application experience on implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Contact Center Solutions
Knowledge of Contact center solutions like Genesys On-Prem/Genesys Cloud / Genesys Engage cloud / Amazon Connect / Nice InContact / Twilio is good to have.
Experience in automating, designing and implementing key business processes in the domain of Customer Services
Experience in Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer
Experience and knowledge of Contact Center Solution Infrastructure Components regarding routing, reporting, recording, multi-media (SMS, email, chat) whatsapp, outbound, callback & inbound ivr solutions, chatbot, voice Bot
Knowledge of Web Integration with Orchestration applications using AI and Natural Language processing (NLU Engines)
Knowledge in cutting edge technologies including chat and voice Bot, AI, RPA
Experience on auxiliary systems such as WFM, Recording, Virtual Hold, Quality Management will be a plus
Headquarter: Warsaw, Cracow, Wrocław or Łódź as primary place of work/home office
Due to COVID-19 global situation we are delivering our work remotely. Knowing that our Capability Network model is based on traveling and serving advisory working closely with our Clients, willingness and ability to work at client’s locations mostly across Europe, but also other locations, for short or long term is still required.
Challenging job in a dynamic, professional, international and multicultural environment
Opportunity to gain rare on Polish market skills, knowledge and experience gained on international projects
Access to best know-how, unique knowledge and trainings
Opportunity to work with global top clients from Fortune 500 on large scale projects
Very attractive and competitive salary as well as a well-defined career path shaped to the individual career focus & priorities
If this sounds like the ideal role, career and company for you, please apply online as soon as possible.
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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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