Business Consultant, CX

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.

So, what’s the role all about?

This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions.  The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/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. 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 organisation.    

At NiCE, the VRS Business Portfolio Consultant:  

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

Designs change strategy across people, process & technology  

Serves as lead consulting program leader, 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  

Provides individual accountability toward assurance of customer value realisation  

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 utilisation of  NiCE  solutions across the enterprise  

Lead complete, comprehensive organisational change management with customer during engagements  

Own and manage senior stakeholder relationship and ensure 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  

Provide input into technical project plan, overlaying VRS activities  

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  

Required Experience :  

Minimum of 5 years of experience in functions and industries in which  NiCE  provides services  

Minimum 5 years of leadership experience in contact center environment preferred  

Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferred  

Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process perspective (such as understanding any Change Management, adoption or Value Realisation challenges).    

Experience in business process improvement and Customer Success   

Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership  

Led project teams and demonstrated operational performance improvements with significant benefit.  

Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes  

Certification or demonstrated expertise in organisational change management  

Six Sigma Certification or other Process Improvement Discipline preferred  

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!

Req ID: 11409

Reporting to: Director, Business Consulting, VRS.

Role type: Individual contributor

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  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.