Director, Business Consulting, CX

🕒 July 22

🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Ensure customers achieve measurable business value and ROI from NICE solutions • Oversee a team of business consultants driving customer transformation, solution adoption, operational improvements, change, governance, and data-based decision-making • Guide customers in optimizing NICE solutions and achieving expected business outcomes • Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals • Lead, grow, elevate, and modernize a high-performing consulting organization • Drive consulting delivery excellence and oversee consistent, high-quality engagement delivery • Ensure effective adoption and optimization of NICE solutions, measurable outcomes, and long-term ROI • Establish a process-driven culture focused on measurable outcomes and operational excellence • Oversee daily operations, execution, KPIs, and consulting metrics • Translate high-level strategy into structured, repeatable, scalable processes • Advise senior customer executives by linking solution capabilities to KPI improvements, operational efficiency, and business objectives • Collaborate with Sales, Product, Engineering, Marketing, and Customer Success • Represent VRS in executive briefings, customer forums, and market-facing events

🎯 Requirements

• 12+ years of experience in consulting, CX strategy, contact center transformation, and organizational change management within enterprise software/SaaS • Proven success leading consulting teams that deliver measurable business value through CX technology solutions • Strong understanding of CCaaS and modern AI CX capabilities, including strategic application of AI • Strong business, financial, and operational acumen, including P&L management • Highly analytical and data-driven; able to translate insights into actionable strategies and measurable business value • Familiarity with NICE CXone or comparable CCaaS platforms is required • Deep hands-on expertise with CX AI / CCaaS solutions as a consultant is required • MBA or advanced degree in Business, Analytics, Data Strategy, or a related field is desired • Strategic thinking and ability to integrate AI into CX, operational, and change management models • Excellent communication skills and exceptional executive presence • Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership