Business Consultant, Change Management

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 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

• Advise customers with enterprise software in contact center environments on creating change management plans, activities, and materials • Serve as an expert advisor and facilitator to support leaders, operational teams, contact center agents, and supervisors through organizational change • Provide structured guidance, templates, examples, and coaching to customer teams and consulting teammates • Support customer adoption of AI-enabled contact center capabilities • Partner with the Lead Business Consultant on engagement milestones, operational assessment, transformation roadmap, implementation, and post-Go Live measurement • Collaborate with the Application Consultant on functional design, configuration, and role-based walkthroughs • Assess change nature, impacts, and adoption risks during engagement milestones • Conduct interactive Change Management workshops • Guide customers in preparing PROSCI-aligned Change Management Plans covering stakeholder engagement, communications, enablement, reinforcement, and adoption metrics • Advise on formal and informal change management tactics, adoption strategies, AI-related change impacts, and workforce adoption considerations • Help sponsors and leaders gain buy-in, address resistance, and support learning curves • Align plans and materials with engagement milestones and Success Criteria • Create sample customer-customizable materials and templates, including messaging, job aids, and checklists

🎯 Requirements

• Experience working in a contact center environment • Experience with enterprise software change management • PROSCI certification (required) • 5+ years of experience leading change management for large technology implementations and organizational shifts • Experience supporting change management for AI, automation, or advanced analytics initiatives in enterprise or contact center environments • Comfortable using both formal and informal change management approaches • Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management • Strong executive presence and ability to persuade C-level management • Advisory presence with executives and frontline leadership • Ability to translate AI-driven capabilities into clear, role-based messaging for executives, supervisors, and frontline agents • Strong facilitation, presentation, and communication skills • Tenacious, results-driven, and able to navigate ambiguity • Proven ability to work collaboratively with other team members • Experience creating content assets and presentations

🏖️ Benefits

• Opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations • Fast-paced, collaborative, and creative work environment • Work with a global company and teams across 30+ countries

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