Salesforce Service Cloud Lead

Salary: £50,000 - 75,000 per year

Requirements:

• Extensive experience leading end-to-end Salesforce Service Cloud transformation programmes and customer service modernisation initiatives.
• Deep understanding of customer service operations, including contact centre and call centre operations, case management, omnichannel service, workforce productivity, knowledge management, digital self-service, customer support operating models, and service metrics and performance management.
• Proven ability to engage and influence senior executives and conduct strategic conversations with CIO-level stakeholders on customer service technology, organisational transformation, and AI adoption.
• Strong understanding of Salesforce Service Cloud capabilities, including Case Management, Omnichannel Routing, Digital Engagement, Knowledge, Field Service integration, Service Intelligence, and Contact Centre transformation.
• Experience defining service transformation strategies that combine process improvement, operating model redesign, and technology enablement.
• Deep knowledge of Agentforce and emerging AI-powered service capabilities, with an understanding of how agentic AI will reshape customer service organisations over the coming years.
• Proven ability to architect enterprise-scale Salesforce Service solutions while balancing scalability, security, performance, maintainability, and operational excellence.
• Strong commercial and consulting skills, including business case development, roadmap definition, executive storytelling, and stakeholder management.
• Experience developing industry-leading propositions, offerings, and thought leadership in the customer service domain.
• Ability to work creatively and analytically in problem-solving environments, thriving in dynamic and collaborative teams.
• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Administrator.
• Salesforce Certified Agentforce Specialist.
• Additional Salesforce Architect, AI, or Industry certifications are highly desirable.
• Recognised expertise in customer service transformation, contact centre strategy, or customer operations consulting.
• Experience with leading Contact Centre as a Service (CCaaS) platforms such as Amazon Connect, Genesys, NICE, Five9, or Cisco.
• Strong understanding of the future of customer service in an AI-first and agentic operating environment.
• Active participation in the Salesforce community through thought leadership, speaking engagements, or industry contributions.
• An understanding of the CIO, Chief Customer Officer, and Customer Operations leadership agenda, including priorities, challenges, emerging technologies, and performance metrics.
• Experience helping organisations define the role of autonomous agents alongside human agents within future service operating models.

Responsibilities:

• Serve as our lead subject matter expert for Customer Service, providing strategic leadership across business, technology, and operating model transformation.
• Own and develop the overall Service capability within our UK Salesforce Business Group, helping define our go-to-market strategy, offerings, thought leadership, and growth agenda.
• Act as a trusted advisor to senior client stakeholders, including CIOs, Chief Customer Officers, Chief Digital Officers, Heads of Customer Operations, and Contact Centre leaders.
• Lead large-scale Service Cloud and Agentforce transformation programmes, from vision and strategy through to solution design and delivery.
• Shape and drive customer service modernisation initiatives focused on omnichannel engagement, contact centre transformation, workforce productivity, customer self-service, and AI-powered service operations.
• Help clients understand and adopt the next generation of customer service capabilities enabled by Agentforce, Generative AI, and autonomous agents, balancing business value, governance, and operational impact.
• Lead pre-sales activities, including opportunity shaping, executive presentations, solution strategy, commercial estimation, and proposal development.
• Define Service Cloud target architectures, operating models, and transformation roadmaps aligned to business objectives.
• Partner closely with Salesforce and Accenture leadership to build market presence and strengthen our position as a leading Customer Service transformation practice.
• Coach, mentor, and develop Service Cloud consultants, architects, and delivery teams across our Salesforce Business Group.

Technologies:

• Agentic AI
• AI
• Architect
• Cloud
• Cisco
• Genesys
• Support
• Network
• Salesforce
• Security
• DevOps
• Marketing

More:

We are Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of our Salesforce Business Group, we support a portfolio of clients across key industries and help leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Our global network of talent works alongside industry experts, Salesforce product specialists, and senior business leaders to shape the future of customer service transformation. This senior manager role is based in the United Kingdom, with locations in London or Manchester, and includes flexibility and mobility to spend time onsite with clients and partners. We offer competitive total rewards, including annual performance bonus, opportunities to acquire equity, health and wellbeing benefits, up to 30 days of leave plus 3 volunteering days, family-friendly and flexible work policies, pension support, private healthcare, mental wellbeing support, career development and counselling, and generous parental leave offerings.

last updated 36 week of 2026