Lead Business Consultant, Applications

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🇺🇸 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

• Develop deep expertise in NiCE Quality and Analytics applications to support implementation, optimization, and ongoing client success. • Lead clients from initial deployment to full adoption by demonstrating value, ensuring confidence in data integrity, and sharing relevant case studies and success stories. • Advise clients on best practices in Quality Management, Analytics, and Customer Experience optimization. • Actively explore and pilot new AI features, models, and automation tools within the NiCE ecosystem to help clients accelerate value realization and reduce cost-to-serve. • Guide clients through the transition from manual processes to AI-driven analytics, ensuring model accuracy, data integrity, and strategic alignment with business objectives. • Work closely with Product, Services, and Customer Success teams to align roadmap, feedback, and value delivery strategies. • Empower clients through training, data literacy, and enablement sessions to sustain long-term success with NiCE solutions.

🎯 Requirements

• 5+ years of experience in consulting, customer success or analytics and quality management • Experience in contact center operations and performance drivers • Strong analytical, communication, presentation and storytelling skills with the ability to translate complex data into actionable insights • Proven track record managing analytic and quality initiatives from concept to execution, balancing multiple projects and priorities independently • Skilled in facilitating consultative solution sessions, discovery workshops, and solution design with stakeholders ranging from end users to executives • Familiarity with speech or text analytics and quality management platforms; experience with NICE IA (formerly Nexidia IA), Quality Central, or CXOne preferred • A strong interest in the evolving AI landscape, with practical experience or a keen desire to learn how AI-driven automation and predictive analytics can optimize contact center performance (e.g., reducing AHT, improving first-contact resolution). • Self-driven collaborator with a strong sense of ownership and urgency • Demonstrated curiosity to adopt and test emerging technologies and a proactive mindset toward leveraging AI tools to uncover hidden operational efficiencies for clients. • Working knowledge of databases and SQL is an asset. • Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.

🏖️ Benefits

• Join a collaborative, high-impact team dedicated to helping clients transform customer data into meaningful business value.