Lead Business Consultant, CX

🕒 July 22

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

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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

• 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.

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

🏖️ Benefits

• Join an ever-growing, market disrupting, global company • Fast-paced, collaborative, and creative environment • Endless internal career opportunities across multiple roles, disciplines, domains, and locations • Competitive compensation packages