Lead Business Consultant, VRS, CX

So, what’s the role all about? 

This is an exciting consulting position within the NiCE – Value Realization Services (VRS) Organization that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NiCE’s AI-powered Quality and Analytics solutions.  The ideal candidate brings a strong mix consulting and operations experience to expertly guide customers through Contact Center/CCaaS transformations.  As a seasoned consultant in a technology company such as NiCE, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions.  Candidates should be well experienced to act as a leading voice in maturing our VRS methodology and delivery of the services. This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements related to AI-powered Quality Management and Analytics (Speech / text / interaction). This consultant will work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organization.  

How will you make an impact?    

• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NiCE offered solution(s) 

• Designs change strategy across people, process & technology 

• Serves as lead consultant, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects 

• Builds long-term relationships with customers, becoming a trusted advisor 

• Organizes and guides application and domain business consultants through program leadership 

• Provides individual accountability toward assurance of customer value realization 

• Identifies opportunities for additional engagements through service subscription renewals and business development 

Key Responsibilities: 

• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement. 

• Discover, identify and create business cases for value of the product portfolio 

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NiCE solutions across the enterprise 

• Own and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement 

• Manage consulting program with continuous alignment with entire product implementation program 

• Establish and monitor progress toward business success criteria for each product and BU 

• Map business case into action items and solution design 

• Align launch strategy with use case and value priorities 

• Secure buy-in from different stakeholders (Internal and External) 

• Provide input into technical project plan, overlaying VRS activities 

• Single point of communication for business case activity and value realization 

• Hold all parties (customer included) accountable to agreed plan and pushes execution of action items 

• Expertly handle large scale customer engagements and the VRS Program with Customers 

• Provide expert guidance and deliver strong advisory best practices and consulting. 

• Develop and deliver presentations with strategic recommendations for business impact via AI-powered NiCE Solutions to senior executives 

• Develop repeat business opportunities via successful delivery, credibility and thought leadership 

• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain 

Qualifications & Experience 

• 8+ years of experience as a consultant in the CX strategy, contact center transformation, Quality Monitoring & Contact Center Analytics. 

• Proven success leading consulting engagements that deliver measurable business value through the use and maturation of CX / QM / Analytics technology solutions. 

• Strong understanding of CCaaS, analytics, Quality and modern / AI CX capabilities, including the strategic application of AI to enhance outcomes. 

• Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value. 

• Intellectual curiosity, with strong communication, organization, analytical and technical capabilities 

• Ability to create and deliver polished presentations using Microsoft PowerPoint to different levels of audience 

• Ability to multi-task and meet deadlines when supporting requests that create competing priorities 

• Familiarity with NICE Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required. 

• Understanding of how AI is evolving Quality Monitoring and Contact Center / Speech / Text / Interaction Analytics practices and technology is required.  

What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! 

Requisition ID:  
Reporting into: Director, Business Consulting, VRS 
Role Type: Individual Contributor