Consultant Customer Sales & Service – Service Transformation

About the role

As a Consultant in Customer Sales & Service Transformation, you will design and deliver omnichannel interaction solutions (IVR, web, email, chat, SMS, social media) for Fortune 500 clients. You will act as a subject‑matter expert on leading CCaaS platforms, guiding transformation projects and continuously enhancing capabilities in quality monitoring, workforce management, gamification and AI‑driven experiences.

Key responsibilities

• Plan, design and implement customer interaction solutions across multiple digital channels.
• Provide expert guidance on CCaaS platforms such as Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone and Microsoft Dynamics 365.
• Support clients in adopting quality monitoring, workforce management, gamification and AI‑powered customer experiences.
• Leverage industry‑specific processes to drive digital service transformation for large enterprises.
• Maintain up‑to‑date certifications and continuously improve technical expertise.

Required profile

• Minimum bachelor’s degree.
• At least 2 years of experience in consulting or a related industry.
• Proven experience leading digital customer service transformation projects.
• Strong knowledge of contact‑center tools and platforms.
• Excellent written and spoken English communication skills.

Required skills

• Salesforce Service Cloud
• Sprinklr
• AWS Connect
• Genesys Cloud
• Nuance CXone
• Microsoft Dynamics 365
• AWS
• Genesys
• Google (contact‑center solutions)
• NICE

What we offer

• Competitive salary and performance‑based bonuses.
• Life/health insurance and parental leave.
• Monthly vouchers and flexible work arrangements.
• Company car (depending on level) and employee share purchase plan.
• Access to Accenture’s TEA program and continuous learning opportunities.