Director, Business Consulting, CX

🕒 Julho 22

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• Lead and grow 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.

🎯 Requisitos

• 12+ 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, analytics, Quality 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, Enlighten Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required. • Expertise in Interaction / Speech / Text analytics and quality management. • MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

🏖️ Benefícios

• Flexible working arrangements • Professional development opportunities