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Offer summary
(Summary generated by AI based on the full job description)
The project focuses on implementations of Genesys Cloud CX in enterprise environments. Key technologies include Genesys Architect, Voice and digital channels, Reporting and Data Actions (API). Responsibilities cover designing contact center architectures and omnichannel journeys, configuring Genesys components (including Outbound, Scripts, Bots, WFO/WFM), integrating with CRM/ERP, supporting testing and UAT, deployment, and delivering workshops and knowledge transfer. Required experience includes Genesys Cloud implementations, requirements gathering, integration and API knowledge, and fluent English. Offered benefits include a training package, private medical care, life insurance and employee programs such as sports cost sharing.
Management Consultant / Analyst for Contact Centers (Song GN)
Company: Accenture Strategy & Consulting
from: 29 September 2026
to: 29 October 2026
salary not specifiedcontract of employment (full-time)
Offer parameters
level:mid
working mode:hybrid
location:Warszawa, Masovian
Warszawa, Masovian
Requirements
Optional technologies
Salesforce
Microsoft Dynamics
AWS
Google Cloud Platform
Our requirements
- Experience implementing Genesys Cloud CX solutions in enterprise environments.
- Understanding of contact center operations and customer service processes.
- Hands-on experience with: Genesys architect, call routing and queue management, voice and digital channel configuration, reporting and analytics, interaction workflows
- Experience gathering business requirements and translating them into technical solutions.
- Knowledge of integration approaches, APIs, and cloud technologies.
- String takeholder management and communication skills.
- Ability to work independently and manage multiple projects simultaneously.
- Excellent English communication skills.
Optional
- Genesys Cloud certifications.
- Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms.
- Knowledge of Workforce Management (WFM), Quality Management (QM), and Workforce Engagement Management (WEM).
- Experience working in Agile project environments.
- Knowledge of CCaaS platforms like Amazon Connect, Sprinklr Service, Nice CXOne, MS DCCP.
- Understanding of cloud platforms such as Azure, AWS, or Google Cloud.
Your responsibilities
- Lead and support end-to-end implementations of Genesys Cloud CX solutions.
- Gather and analyze business and technical requirements from stakeholders.
- Design contact center architectures, flows, and omnichannel customer journeys.
- Configure and customize Genesys Cloud components, including: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO and WFM, Reporting and analytics, Data Actions (Genesys API)
- Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
- Support solution testing, user acceptance testing (UAT), and deployment activities.
- Provide guidance and best practices to clients throughout the implementation lifecycle.
- Deliver workshops, training sessions, and knowledge transfer activities.
- Troubleshoot technical and functional issues and support continuous improvement initiatives.
What we believe
Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.
All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.
Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.
What we offer
- 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 Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).
Benefits
- sharing the costs of sports activities
- private medical care
- sharing the costs of professional training & courses
- life insurance
- remote work opportunities
- employee referral program
Accenture Strategy & Consulting
Within Strategy & Consulting Global Network Song Practice we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organizations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships.
We are looking for an experienced Contact Center Implementation Consultant with strong expertise in Genesys Cloud CX to join our team. In this role, you will work closely with business stakeholders, customer service teams, and technical experts to design, configure, and implement modern cloud-based contact center solutions.
This is how we work
Management Consultant / Analyst for Contact Centers (Song GN)
I apply to:
Accenture Strategy & Consulting
Warszawa, Masovian
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