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The Accenture Technology - Salesforce Team is growing rapidly and is looking to add experienced Salesforce Service Cloud Functional Consultants to join our team as Consultants. This role will perform day-to-day business analysis activities in our Salesforce Service Cloud functional team.
We are seeking a Salesforce Cloud Professionals to work with the business process and development teams to design, implement and deploy Salesforce Cloud applications to a wide variety of clients at the enterprise level. You'll define business requirements and develop functional designs to create and effectively demonstrate solutions that address customer requirements. You'll facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort. You'll need to have an understanding of Contact Centers and/or Field Service and the key operational metrics and performance indicators used to manage a Customer Service environment. You'll use your knowledge of other key technology enablers used within a Customer Service environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management, to define complete solutions for your clients.
We can hire for this role anywhere in the US, as long as you are located near an Accenture office, and willing and able to travel domestically approximately 80% of the time to meet client needs.
Key Responsibilities may include:
* Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical work streams. * Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions * Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end users * Manage functional project team members. * Running workshops, working closely with client, able to talk about tradeoffs e.g. terms of config vs code. * Mapping functional requirements to Salesforce Service Cloud features and functionality. * Disseminating leading practices on customer service processes and solutions * Mentor other team members in customer service processes and Salesforce.com Service Cloud technology
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