• Location: Budapest

• Job type: Permanent, Full-time, Hybrid

About the job

As the Service Manager - Salesforce CCM within our Digital Services team, you will be accountable for the end-to-end service quality and value at optimized costs as well as overseeing continuous improvement, ensuring delivery per agreements, promoting stakeholder collaboration, and driving service automation while maintaining design simplicity to maximize customer satisfaction for all digital solutions supporting customer contact management and contact center operations across Sanofi's global operations.

Join the team transforming the end-to-end Customer Contact Management (CCM) processes, systems, and operating model and deliver standardized, scalable, and innovative digital solutions across the value chain, spanning upstream customer service activities and downstream Customer Contact Management (CCM) capabilities.

The Salesforce CCM domain covers case management, omnichannel customer support, AI-powered service automation, contact center operations, and is a critical contributor to customer satisfaction, service efficiency, and digital transformation performance.

About Sanofi:

We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives.

Join an Award-Winning Team at Sanofi Budapest Hub!

Be part of something exceptional. Our Budapest Hub has been recognized for workplace excellence, innovation, and our commitment to putting people first. See the full list of our awards at the end of this posting.

Main responsibilities:

• Designs of the overall service, is accountable for the quality of the service at optimized costs

• Supervise continuous improvements cycles to meet, maintain, increase service consumers satisfaction in alignment with the technology leadership's strategy

• Ensures the set-up of the operational service model/framework and ensures delivery according to agreements with service recipient representatives.

• Define, monitor measure and meet Appropriate Service Level Agreements [SLA], with the Customer, and Operational Level Agreements [OLAs], with internal Service providers, are established, measured and met Service Levels

• Define, measure and report on customer centric end to end Service Performance [KPIs] and utilization metrics

• Provide consistent Service-related communication and marketing

• Ensures that service(s) are provided in compliance with applicable quality, regulatory (Data Privacy, GxP, SOX, etc.) and cybersecurity requirements

• Oversee the operational governance of Salesforce Service Cloud Voice integration with Amazon Connect, ensuring seamless omnichannel customer experience

• Drive the operational adoption and continuous improvement of Salesforce Einstein AI capabilities and Salesforce Agentforce autonomous AI agents

• Manage escalations and coordinate resolution of complex incidents across the Salesforce CCM platform and Amazon Connect ecosystems

About you

• 5+ years' experience in Service Management roles within Digital or IT

• Preferable Experience in global or multi-country environments

• Proven experience working in Agile delivery models with Product Owners, business stakeholders and Vendors

• Strong understanding of:

  • Applications supporting the Customer Contact Management operations and contact center processes

  • Salesforce Service Cloud administration, configuration, and operational management

  • Amazon Connect contact center platform administration and integration

  • Experience with Salesforce Service Cloud Voice, Einstein AI, and Agentforce is beneficial

  • Service support is designed and operated based on ITIL [ITFM, ITPM and ITSM] process standards in alignment with ITIL Process Owners

• Preferable experience in Omnichannel Contact Center, AI-powered customer service, Salesforce Einstein Bots

• Experience with Salesforce Service Cloud or other contact management platforms in customer service operations

• Familiarity with AI platforms supporting automated customer interactions and case resolution

• Exposure to global template or multi-country operations

• Comfortable working in complex, matrixed environments with global counterparts

• Self-starter with a passion for innovation and a strong sense of initiative

Required Certifications:

• Salesforce Certified Service Cloud Consultant (core certification)

• Salesforce Certified Administrator (prerequisite)

• AWS Certified Cloud Practitioner (foundational Amazon Connect knowledge)

Strongly Recommended:

• Salesforce Certified AI Associate (Einstein AI & Agentforce)

• AWS Certified Contact Center Specialist (Amazon Connect expertise)

• ITIL 4 Foundation (ITSM framework alignment)

Why choose us?

• Help shape the future of customer contact management and AI-powered service delivery - and make a real impact at scale, with solutions that support millions of customer interactions each year

• Lead a high-impact portfolio with bold ambitions in AI automation and digital customer service transformation

• Drive meaningful change in a streamlined, AI-powered organization that values smart, modern ways of working

• Expand your leadership impact through cross-functional collaboration and international career paths

• Enjoy a well-rounded rewards package that supports your success - with top-tier healthcare, flexible working, and 14 weeks of gender-neutral parental leave

• Join the Digital Services force and be the catalyst that transforms Customer Contact Management into a best-in-class organization by pioneering Salesforce Einstein AI and Agentforce innovative digital solutions, establishing foundational platforms that drive operational excellence through embedded data-driven insights while fostering an end-to-end service approach that breaks down silos and enables real-time, reliable customer service performance management

Technology Stack - Salesforce CCM Platform:

• Salesforce Service Cloud - Core platform for case management and customer contact operations

• Salesforce Service Cloud Voice - Telephony integration with real-time call management

• Salesforce Einstein AI - AI capabilities (Bots, Case Classification, Analytics)

• Salesforce Agentforce - Autonomous AI agent platform for automated interactions

• Amazon Connect - AWS cloud-based contact center solution (telephony, IVR, routing)

Office of the Year 2025 – Evolution Award
Our most recent award – Sanofi is recognized for creating an innovative workspace that supports collaboration and adaptability.

Marketing Diamond Award 2026 – Employer Branding
One of the highest honours at Hungary's prestigious Marketing Diamond Awards, recognizing excellence in employer branding.

BSC Investor of the Year 2025
Awarded by HIPA, ABSL Hungary, and AmCham Hungary for our contribution to Hungary's business services sector.

PwC Workforce Preference Survey 2025 – Top 3 Most Attractive Employers
Ranked 3rd among the most attractive employers in Hungary.

Hungarian Employer Branding Awards 2025 – Gold & Silver
Best Strategic Employer Branding Campaign (Gold) and Best Employer Branding Campaign in the Pharma Sector (Silver).

Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document before applying.