Director, Business Consulting, VRS, CX

Overview

Lead the Value Realization Services (VRS) business consulting organization, ensuring customers achieve measurable business value and ROI from NICE solutions across the contact center CX landscape.

What you'll do

• Lead, grow, elevate and modernize a high-performing consulting organization.
• Drive consulting delivery excellence and oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value.
• Ensure consultants drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
• Drive operational excellence by establishing a process-driven culture focused on measurable outcomes.
• Oversee daily operations and execution, ensuring consistent delivery of KPIs and consulting metrics.
• Translate high-level strategy into structured, repeatable processes that advance organization-wide goals in a scalable manner.
• Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives.
• Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
• Proactively and hands-on manage the team.
• Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness.
• Represent VRS in executive briefings, customer forums, and market-facing events.

What you'll need

• 10+ years of experience in consulting, CX strategy, contact center transformation, or organizational change management within enterprise software/SaaS.
• Proven success leading consulting teams that deliver measurable business value through the use and maturation of CX technology solutions.
• Strong understanding of CCaaS and modern AI CX capabilities, including the strategic application of AI to enhance outcomes.
• Strong business, financial, and operational acumen, including managing P&L.
• Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
• Familiarity with NICE CXone or comparable CCaaS platforms.
• Deep hands-on expertise with CX AI / CCaaS solutions as a consultant.
• Strategic thinker who integrates advanced capabilities, including AI, into broader CX, operational, and change management models.
• Excellent communicator with exceptional executive presence.
• Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership.

Nice to have

• MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

Details

• Location: USA - Remote.