Business Consultant, CX

About NiCE

Qualifications

• Minimum of 5 years of experience in functions and industries in which NiCE provides services
• Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process perspective (such as understanding any Change Management, adoption or Value Realisation challenges).
• Experience in business process improvement and Customer Success
• Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
• Led project teams and demonstrated operational performance improvements with significant benefit.
• Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes
• Certification or demonstrated expertise in organisational change management
• Req ID: 11746
• Reporting to: Director, Business Consulting, VRS.
• Role type: Individual contributor

Preferred Qualifications

• Minimum 5 years of leadership experience in contact center environment preferred
• Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferred
• Six Sigma Certification or other Process Improvement Discipline preferred

Responsibilities

• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement
• Discover, identify and create business cases for value of the product portfolio
• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilisation of NiCE solutions across the enterprise
• Lead complete, comprehensive organisational change management with customer during engagements
• Own and manage senior stakeholder relationship and ensure active participation and sponsorship over the course of the engagement
• Manage consulting program with continuous alignment with entire product implementation program
• Establish and monitor progress toward business success criteria for each product and BU
• Map business case into action items and solution design
• Align launch strategy with use case and value priorities
• Provide input into technical project plan, overlaying VRS activities
• Develop repeat business opportunities via successful delivery, credibility and thought leadership
• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain