Director, Business Consulting, VRS

NICE

About The Position

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.

Requirements

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.
Experience building industry benchmarks, KPI models, data-driven frameworks.
MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

Nice To Haves

Familiarity with NICE CXone, Enlighten AI, WEM suite, or comparable CX/AI platforms a plus

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.
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.
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.