Business Consultant, Change Management, VRS

NICE

About The Position

NiCE is seeking a Change Management Consultant to advise customers implementing enterprise software in contact center environments. The role helps customers develop change management plans, activities, and materials that drive adoption of new contact center applications, process optimizations, and ways of working. As an expert advisor and facilitator, the consultant helps customer leaders, operational teams, agents, and supervisors understand and adopt changes. The consultant provides structured guidance, templates, examples, and coaching to customer teams and consulting colleagues, translating technology and operational plans into workplace practices. The role also supports adoption of AI-enabled contact center capabilities, helping leaders and frontline teams understand, trust, and integrate AI into daily work. The consultant partners closely with the Lead Business Consultant, who owns the overall engagement, and collaborates with an Application Consultant responsible for functional design, configuration, and role-based walkthroughs.

Requirements

Experience working in a contact center environment.
Experience with enterprise software change management.
PROSCI certification.
At least 5 years of experience leading change management for large technology implementations and organizational shifts.
Experience supporting change management for AI, automation, or advanced analytics initiatives in enterprise or contact center environments.
Comfort using both formal and informal change management approaches.
Strong executive presence and ability to persuade C-level management.
Advisory presence with executives and frontline leadership.
Ability to translate AI-driven capabilities into clear, role-based messaging for executives, supervisors, and frontline agents.
Strong facilitation, presentation, and communication skills.
Tenacity, results orientation, and ability to navigate ambiguity.
Proven ability to work collaboratively with team members.
Experience creating content assets and presentations.

Nice To Haves

Domain familiarity in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, or Performance Management.

Responsibilities

Participate in engagement milestones to assess the nature and impacts of change, identify adoption risks, and advise on the overall change management approach.
Conduct interactive workshops to build customer understanding of change management fundamentals and encourage buy-in.
Guide the customer team through exercises to prepare a context-specific, PROSCI-aligned change management plan, including stakeholder engagement, communications, enablement, reinforcement mechanisms, and adoption metrics.
Advise the Lead Business Consultant and other teammates on informal change management tactics throughout the consulting engagement.
Advise customers on driving adoption of new technology and embedding associated mindsets, behaviors, processes, and governance practices into daily work.
Advise customers on change impacts and adoption strategies for AI-enabled contact center capabilities, including role, workflow, and mindset changes.
Work with sponsors and leaders to build buy-in, support learning curves, and address resistance.
Support leaders in addressing trust, transparency, and workforce adoption as AI becomes embedded in operational decision-making.
Align change management plans and materials with engagement milestones and the Success Criteria defined by the Lead Business Consultant.
Collaborate with team members to create sample materials and templates, such as messaging, job aids, and checklists, for customer customization.

Benefits

Opportunity to learn, grow, and advance a career across multiple roles, disciplines, domains, and locations.
Fast-paced, collaborative, and creative work environment.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume