About The Position
The Director of Value Realization Services (VRS) is an experienced leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions. 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 CX AI transformation.
Requirements
- 10+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS.
- Proven success leading consulting teams that deliver measurable business value through the use and maturation of CX technology solutions.
- Strong understanding of CCaaS and modern AI 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 or comparable CCaaS platforms is required.
- Deep hands-on expertise with CX AI / CCaaS solutions as a consultant is required.
Nice To Haves
- MBA or advanced degree in Business, Analytics, Data Strategy, or a related field is desired.
Responsibilities
- Lead, grow, elevate and modernize a high-performing consulting organization. Drive consulting Delivery Excellence.
- Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value.
- Ensure consultants drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
- Drive operational excellence across the organization by establishing a process-driven culture focused on measurable outcomes.
- Oversee daily operations and execution, ensuring the consistent delivery of key performance indicators (KPIs) and consulting metrics.
- Translate high-level strategy into structured, repeatable processes that advance organization-wide goals in a scalable manner.
- Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives.
- Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
- Proactive, hands-on management of team.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
