Lead Business Consultant, VRS, CX

Overview

Lead a consulting engagement within NiCE's Value Realization Services organization, owning customer business cases and driving adoption and bottom-line ROI from AI-powered Quality and Analytics solutions.

What you'll do

• Provide best practice guidance so customers fully optimize their business processes and maximize the potential of NiCE solutions.
• Design change strategy across people, process and technology.
• Serve as lead consultant, creating and owning the business case for a multi-tiered customer offering and leading multi-product projects.
• Build long-term relationships with customers, becoming a trusted advisor.
• Organize and guide application and domain business consultants through program leadership.
• Take individual accountability for assuring customer value realization.
• Identify opportunities for additional engagements through subscription renewals and business development.
• Lead business improvement projects that deliver measurable business improvement and reference-able clients.
• Discover, identify and create business cases for the value of the product portfolio.
• Lead consulting projects to drive process improvement and business readiness for adoption of NiCE solutions across the enterprise.
• Own and manage senior stakeholder relationships and secure their active participation and sponsorship throughout the engagement.
• Manage the consulting program in continuous alignment with the product implementation program.
• Establish and monitor progress toward business success criteria for each product and business unit.
• Map business cases into action items and solution design.
• Align launch strategy with use case and value priorities.
• Secure buy-in from internal and external stakeholders.
• Provide input into the technical project plan, overlaying VRS activities.
• Act as single point of communication for business case activity and value realization.
• Hold all parties, including the customer, accountable to the agreed plan and push execution of action items.
• Expertly handle large-scale customer engagements and the VRS program with customers.
• Develop and deliver presentations with strategic recommendations for business impact to senior executives.
• Develop repeat business opportunities through successful delivery, credibility and thought leadership.
• Independently perform financial analysis, benefits and impact analysis, and create ROI models for the specific domain.

What you'll need

• 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 the use and maturation of CX, QM and Analytics technology solutions.
• Strong understanding of CCaaS, analytics, Quality and modern/AI CX capabilities, including the strategic application of AI to enhance outcomes.
• Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
• Intellectual curiosity, with strong communication, organization, analytical and technical capabilities.
• Ability to create and deliver polished presentations using Microsoft PowerPoint to different audiences.
• Ability to multi-task and meet deadlines when supporting requests that create competing priorities.
• Familiarity with NICE Interaction Analytics, Nexidia, or comparable Interaction, Speech or Text Analytics platforms.
• Understanding of how AI is evolving Quality Monitoring and Contact Center, Speech, Text and Interaction Analytics practices and technology.

Details

• Remote, USA.
• Reports into the Director, Business Consulting, VRS.
• Individual contributor role.