Lead Business Consultant, CX

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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

• Provide best-practice guidance so customers optimize business processes and maximize NICE solution potential • Design change strategies across people, process, and technology • Serve as lead consultant, owning business cases for multi-tiered customer offerings and leading multi-product projects • Build long-term customer relationships as a trusted advisor • Organize and guide application and domain business consultants through program leadership • Own customer value realization and identify additional engagement opportunities through renewals and business development • Deliver business improvement projects producing satisfied, referenceable clients and measurable improvement • Discover and create business cases for product-portfolio value • Lead consulting projects supporting process improvement, business readiness, adoption, and utilization of NICE solutions • Manage senior stakeholder relationships and secure active participation and sponsorship • Manage consulting programs in alignment with product implementation programs • Establish and monitor business success criteria for each product and business unit • Translate business cases into action items and solution designs • Align launch strategy with use cases and value priorities • Secure internal and external stakeholder buy-in • Provide input into technical project plans and coordinate VRS activities • Serve as the communication point for business-case activity and value realization • Hold parties accountable to agreed plans and drive action-item execution • Handle large-scale customer engagements and VRS programs • Deliver advisory guidance, consulting best practices, and executive presentations • Develop repeat business through successful delivery, credibility, and thought leadership • Perform financial, benefits, impact, and ROI analyses

🎯 Requirements

• 8+ years of experience as a consultant in CX strategy, contact center transformation, Quality Monitoring, and Contact Center Analytics • Proven success leading consulting engagements that deliver measurable business value through CX, QM, and Analytics technology solutions • Strong understanding of CCaaS, analytics, Quality, and modern/AI CX capabilities, including strategic application of AI • Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value • Strong communication, organization, analytical, and technical capabilities • Ability to create and deliver polished presentations using Microsoft PowerPoint • Ability to multitask and meet deadlines amid competing priorities • Familiarity with NICE Interaction Analytics, Nexidia, or comparable interaction, speech, or text analytic platforms is required • Understanding of AI’s impact on Quality Monitoring and Contact Center/Speech/Text/Interaction Analytics practices and technology is required

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Opportunities to learn and grow • Internal career opportunities across multiple roles, disciplines, domains, and locations • Equal opportunity employment