Director, Business Consulting, CX

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Professional development opportunities