Lead Business Consultant, VRS, CX

NICE

About The Position

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 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 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.

Requirements

8+ years of experience as a consultant in the CX strategy, contact center transformation, software/CCaaS space.
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.

Nice To Haves

Hands-on experience working with AI/LLMs to automate tasks highly preferred.

Responsibilities

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
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 practice Project Management and consulting.
Develop and deliver presentations with strategic recommendations for business impact via 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