Job Description

Process

If you apply for this role, please make sure to upload your CV and cover letter. You may be invited for an interview, potentially followed by a 2nd (case) interview later.

The work

Do you thrive at the intersection of strategy and technology in customer service operations? As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations. You will, guidee clients through pivotal architectural choices (e.g. CCaaS, CRM, Agentic AI), unlocking scalable and intelligent service Experiences, and turn ambitious customer service strategies into scalable, cloud‑based solutions. If you enjoy a high‑complexity delivery environment, building and leading multidisciplinary teams, and can translate ambitious service strategies into robust technical architectures and operational models, this role offers the perfect opportunity.

• Team Our Service team consists of 17 talented and engaged colleagues. We are an advisory team looking to broaden our technical capabilities. We work on diverse client projects but stay closely connected through regular meet-ups and knowledge sharing – fostering an energetic, collaborative culture where you’ll also play a key role in coaching and developing others.
• Daily tasks As a Manager within our Service practice, you will lead multidisciplinary teams in designing and delivering end‑to‑end Contact CenterCustomer Service transformations. Enabling organizations to handle customer interactions and service requests efficiently and consistently across channels, while balancing customer experience, cost, risk, and performance. You serve as the primary point of contact for clients, translating business objectives into actionable solution architectures and ensuring successful delivery across all project phases. You will shape and execute service‑modernization roadmaps that integrate AI – such as intelligent routing, conversational AI, agent‑assist, and automated knowledge orchestration – to elevate both customer and agent experiences. You oversee workstreams, manage senior stakeholders, ensure quality of deliverables, and drive measurable business outcomes across complex service landscapes.
• Technology We always look for innovative solutions to improve our client's customer experience and growth. Hence, you will work at the intersection of business, technology, and customer experience, architecting and implementing modern CCaaS solutions such as CCaas, that seamlessly integrate into clients’ CRM, ERP, data and AI ecosystems.

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Who we are – Accenture

Accenture Song

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product, and experience design; technology and experience platforms; creative, media and marketing strategy and campaign, content and channel orchestration. Join us and bring to life bold ideas with the biggest impact through the unlimited potential of creativity, technology, and intelligence. Visit us at: www.accenture.com/song

Song is one of five services that make up one Accenture – the others are Strategy & Consulting, Technology, Operations, and Industry X.

Do you excel at the intersection of digital strategy, advanced technology, and customer operations? As a Manager in our Service team, you will lead end‑to‑end CCaaS transformations, architect scalable cloud‑native service platforms, and guide clients through critical design decisions across multi‑cloud, omnichannel, and AI‑driven ecosystems. You will shape and execute service‑modernization roadmaps that integrate GenAI—such as intelligent routing, conversational AI, agent‑assist, and automated knowledge orchestration—to elevate both customer and agent experiences.

If you thrive in high‑complexity delivery environments, enjoy building and leading multidisciplinary teams, and can translate ambitious service strategies into robust technical architectures and operational models, this role offers the perfect opportunity.

Here’s what you’ll need

• 5–8 years of experience in customer tech transformation, service design, or technology delivery roles
• Hands‑on experience with at least one CCaaS platform (e.g., Genesys Cloud, Amazon Connect)
• Strong consulting skills: problem‑structuring, storytelling, facilitation, and executive stakeholder management
• Strong understanding of solution architecture principles, systems integration, and cloud‑based contact center technologies
• Experience leading project teams and managing stakeholders at multiple levels
• Proven ability to convert customer service strategy into technical and functional delivery plans
• A completed master's degree
• Fluent in English (spoken and written)

Bonus points if you have

• Certifications in CCaaS, CRM, AWS/Azure, or architecture (e.g., TOGAF)
• Experience integrating CCaaS platforms with CRM (Salesforce, MS Dynamics) and ERP systems
• Ability to simplify complex technical concepts for both business and technical audiences
• Proven track record in leading large‑scale implementations from blueprint to go‑live
• Demonstrated passion for innovation in customer service operations, including AI‑driven automation, digital channels, and omnichannel service strategies…
• Fluent in Dutch (spoken and written)

What’s in it for you?

Accenture is a global company with a world-class brand and reputation. Our people are Change Makers, and to support them as an employer, we make five promises:

• Work with flexibility, in a culture based on trust.
• Embrace a sustainable growth mindset.
• Live a human-led culture of Inclusion & Diversity by caring deeply for all our people.
• Lead and transform our clients with technology.
• Connect with our global network of 700.000 colleagues.

These promises are reflected through our excellent employee benefits, including:

• Unlimited learning: access to thousands of free courses, classes and workshops.
• ‘Do Good’ volunteering program.
• Paid transport (budget for electric bicycle or car, NS-Business card);
• A laptop, iPhone, and home office setup allowance.
• Social activities like Friday Drinks, sport events and parties

What we believe

Accenture is an equal opportunity employer. Our leaders are committed to building a better, stronger and more equitable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.