At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Overview
The Director of Value Realization Services (VRS) is a senior leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions, including CCaaS, WEM, and AI-driven capabilities. This role oversees a team of business consultants who drive customer transformation, solution adoption, operational improvements, change, governance, and data-based decision-making across the contact center CX landscape. The ideal candidate brings strong consulting expertise, business acumen, and operational knowledge to guide enterprises through modern, AI-first CX strategies, ensuring AI, CCaaS, and WEM work together to deliver meaningful outcomes.
Core Pillars of Responsibility for this role
- Strategic Consulting & Advisory Services – Deliver cross-portfolio consulting to help top customers optimize the full NICE portfolio and achieve business outcomes.
- Domain-Specific Business Consulting – Lead initiatives for Analytics, Quality, Feedback to maximize efficiency and CX impact.
- Organizational Change Management & Governance – Design, lead, and implement adoption frameworks, governance models, and operating maturity programs; lead teams that deliver change management initiatives to ensure adoption and transformation
- Data Analytics, Insights & Benchmarking – Develop benchmarks, KPI frameworks, and actionable insights to guide customer strategy and support thought leadership.
Key Responsibilities
- Lead and grow a high-performing consulting organization across NICE’s portfolio.
- Define strategic priorities and evolve the consulting practice to reinforce NICE’s position as an AI-first leader in CX.
- Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives.
- Ensure teams drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
- Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
- Expand consulting, insights, and optimization offerings.
- Consulting Delivery Excellence & Change Management
- Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value.
- Lead teams responsible for organizational change management, adoption frameworks, governance programs, and operational maturity initiatives that enable customer transformation.
Data Analytics & Insights
- Lead development of industry benchmarks, KPI frameworks, and performance models to guide customer strategy and operational improvements.
- Translate data and insights into actionable recommendations for customers
- Partner with Product and Analytics teams to leverage NICE data and insights for value realization and thought leadership.
- Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness.
- Represent VRS in executive briefings, customer forums, and market-facing events.
Qualifications & Experience
- 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS.
- Proven success leading global teams that deliver change management, governance programs, and adoption initiatives.
- Strong understanding of CCaaS, WEM, analytics, and modern CX capabilities, including the strategic application of AI to enhance outcomes.
- Strong business, financial, operational acumen, including managing P&L
- Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
- Familiarity with NICE CXone, Enlighten AI, WEM suite, or comparable CX/AI platforms a plus
- Experience building industry benchmarks, KPI models, data-driven frameworks.
- MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.
Attributes
- Strategic thinker who integrates advanced capabilities—including AI—into broader CX, operational, and change management models.
- Excellent communicator with exceptional executive presence.
- Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Top Skills
Similar Jobs
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
