Job Description

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.

Responsibilities:                

  • 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.



Qualifications

  • 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 

  

Working Conditions:

  • 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.

Our offer:

  • 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.

When applying please enclose the below statements: 

"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

Locations

Krakow,Lodz,Warsaw,Wroclaw

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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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