[Hiring] Lead Business Consultant @NICE

Role Description

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’s AI-powered Quality and Analytics solutions.

• The ideal candidate brings a strong mix of consulting and operations experience to expertly guide customers through Contact Center/CCaaS transformations.
• 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.
• Experienced to act as a leading voice in maturing our VRS methodology and delivery of the services.
• Hands-on position involved in direct consulting delivery of strategic advisory engagements related to AI-powered Quality Management and Analytics (Speech / text / interaction).
• Must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organization.

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 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 practices and consulting.
• Develop and deliver presentations with strategic recommendations for business impact via AI-powered 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.

Qualifications

• 8+ years of experience as a consultant in the CX strategy, contact center transformation, Quality Monitoring & Contact Center Analytics.
• 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.
• Understanding of how AI is evolving Quality Monitoring and Contact Center / Speech / Text / Interaction Analytics practices and technology is required.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Opportunity to learn and grow as the market leader.

Company Description

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.
• Consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
• Proud to be an equal opportunity employer.