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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Salesforce Service Cloud Lead - **Company:** Accenture - **Location:** Manchester, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Knowledge Management, Routing, Cloud Services, Salesforce.Com, Amazon Connect, Genesys, Generative AI, Cisco - **Published:** August 24, 2026 - **Apply:** https://jobs.theguardian.com/job/10178881/salesforce-service-cloud-lead/ ## About the Role We are looking for experience in the following skills: * 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 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. Certifications You'll hold the following certifications: * 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. ## Description * Serve as the Salesforce Business Group's 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 the 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 the Salesforce Business Group. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Got AI ideas but no money? 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