At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions. The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/CCaaS transformations. As a seasoned consultant in a technology company such as NiCE, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions. Candidates should be well experienced to act as a leading voice in maturing our VRS methodology and delivery of the services.
This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements. This consultant will work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organisation.
At NiCE, the VRS Business Portfolio Consultant:
- Provides best practice guidance to ensure customer fully optimises their business process and maximises the full potential of the NiCE offered solution(s)
- Designs change strategy across people, process & technology
- Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects
- Builds long-term relationships with customers, becoming a trusted advisor
- Provides individual accountability toward assurance of customer value realisation
- Identifies opportunities for additional engagements through service subscription renewals and business development
Key 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
Required Experience:
- Minimum of 5 years of experience in functions and industries in which NiCE provides services
- 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
- 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
- Six Sigma Certification or other Process Improvement Discipline preferred
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
Req ID: 11409
Reporting to: Director, Business Consulting, VRS.
Role type: Individual contributor
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About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Skills Required
- Minimum of 5 years of experience in functions and industries in which NiCE provides services
- Minimum 5 years of leadership experience in contact center environment
- Experience with contact center enterprise software and deep domain experience in IVR/Routing/ACD and Workforce Management or Quality Management
- Hands on experience implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process perspective
- Experience in business process improvement and Customer Success
- Proven ability to independently and effectively handle senior executive audiences and stakeholders
- Experience leading project teams and delivering operational performance improvements with measurable benefit
- Demonstrated experience leading organizational change, creating governance teams and center of excellence processes
- Certification or demonstrated expertise in organizational change management
- Six Sigma Certification or other Process Improvement Discipline
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
