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.
This is an exciting consulting position within the NICE – Value Realization Services (VRS) Organization that is focused on ownership of establishing our customers’ business case(s) and driving increased adoption and bottom-line ROI of NICE solutions. The ideal candidate brings a strong mix of sales, consulting and operations experience to be positioned strongly to lead customers through Contact Center/CX/CCaaS transformations.
As a seasoned consultant in a technology company such as NICE, one must possess a unique blend of business 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 customer’s business processes, and internally within VRS, maturing our methodology and delivery of the services aligned to customer needs.
This is a hands-on position where you are personally involved in direct consultative selling and 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 organization. .
- Brings strong thought leadership to effectively evolve customer contact center/ CX operations
- Conducts consultative presales activities to aid in the creation of a client roadmap for NICE products & solutions
- Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product engagements
- Owns our customer’s Business Transformation Strategy, aligning their core business objectives to the NICE portfolio/ solutions
- Provides operational best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NICE offered solution(s)
- Drives digital adoption and the leverage of AI in the customer environment
- Designs change strategy across people, process & technology
- Builds long-term relationships with executives, becoming a trusted advisor to their external customers and internal sales partners
- Provides individual accountability toward assurance of customer value realization
- Identifies opportunities for additional engagements through service subscription renewals and business development
- Responsible for supporting our sales teams in creation of the NICE VRS transformation plan for the customer and effective positioning of our solutions and supporting Consulting Services
- 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 NICE product portfolio and solutions
- Lead consulting projects to drive operational effectiveness & adoption of NICE solutions
- Own and manage senior stakeholder relationships and ensure his/her active participation and sponsorship over the course of the engagement
- Organizes/guides application and domain business consultants through consulting program leadership with continuous alignment to product implementation
- Establish & monitor progress toward business success criteria for the portfolio
- Map business case into action items and solution design
- Align launch strategy with use case/value priorities securing stakeholder buy-in
- Provide operational and strategic input into technical project plan, overlaying strategic VRS activities
- Serve as the single point of communication for client business case activity and value realization
- Holds all parties (incl. customer) accountable to agreed plan/execution of actions
- Expertly handle large scale engagements and the VRS Program with Customers
- Develop and deliver presentations with strategic recommendations for business impact via NICE Solutions to senior executives
- Develop repeat business opportunities via successful delivery, trusted advisership& ongoing thought leadership
- Minimum of 10 years of experience in functions and industries in which NICE provides software and services.
- Contact center or operations leadership experience ispreferred
- Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Optimization preferred
- Experience in automation and the application of AI, NLU/NLP in an operational capacity preferred
- Proven experience, and associated acumen, in contact center operations and customer/ digital experience
- Excellent business and financial acumen
- Proven experience in business process improvement and CX Transformation
- Must have proven ability to independently and effectively handle Sr. Executive stakeholders, provide thought leadership and gain strategic partnership
- Led project teams and demonstrated significant business outcomes & KPI achievement
- Demonstrated experience with leading organizational change, governance & COEs
- Certification or demonstrated expertise in digital transformation
- Multi-industry experience preferred
- Excellent verbal, written communication and presentation skills are a must
- Consulting firm or contact center BPO experience preferred.
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!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
4400Director, Business Consulting, VRS
Individual Contributor
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.
