Principal Business Consultant, AI

🕒 April 15

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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 consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions. • Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements. • Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential. • Collaborate with product development teams to provide feedback and suggest improvements based on client experiences. • Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement. • Build long-term relationships with customers, becoming a trusted advisor. • Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback. • Manage consulting programs with continuous alignment with the entire product implementation program. • Establish and monitor progress toward business success criteria for each product and business unit. • Map business cases into action items and solution designs. • Align launch strategies with use cases and value priorities. • Secure buy-in from different stakeholders (internal and external). • Provide input into technical project plans, ensuring business requirements and best practices are fully captured. • Develop and deliver presentations to demonstrate the value and capabilities of our software solutions. • Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.

🎯 Requirements

• Minimum of 5 years of experience in self-service or AI software domains. • Degree in Business, Information Technology, or a related field preferred. • Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow). • Knowledge management expertise. • Experience with generative AI in the customer service domain is a plus. • IVR/Routing/ACD experience preferred. • Experience in business process improvement and customer success. • Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships. • Led project teams and demonstrated operational performance improvements with significant benefits. • Multi-industry experience preferred. • Excellent verbal, written communication, and presentation skills are a must.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off