Lead Business Consultant, CX

Emploi pas sur LinkedIn

🕒 il y a 15 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

💼 Consultant

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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