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.
The Director of Value Realization Services (VRS) is an experienced leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions, specifically Quality, (Interaction / Speech / Text) Analytics and AI-driven capabilities. This role oversees a team of business consultants and application consultants who drive customer transformation, solution adoption, operational improvements, change, governance, and data-based decision-making across the contact center CX landscape. The ideal candidate brings strong consulting expertise, business acumen, and operational knowledge to guide enterprises through modern CX strategies, ensuring AI, Analytics, Coaching and Quality work together to deliver meaningful outcomes.
Core Pillars of Responsibility for this role
- Strategic Consulting & Advisory Services – Managing consultants who are responsible for delivering business consulting to help customers optimize the use of their NICE solutions (quality, Interaction/Text/Speech Analytics and related solutions) and achieve business outcomes.
- Domain-Specific Business Consulting – Managing consultants who lead initiatives for Interaction/Speech/Text Analytics, Quality and Feedback Management to maximize efficiency and CX impact.
- Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
- Committed to delivering exceptional customer outcomes through the strategic implementation and evolution of NiCE solutions.
Key Responsibilities
- Lead and grow a high-performing consulting organization. Drive consulting Delivery Excellence.
- 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 across the organization by establishing a process-driven culture focused on measurable outcomes.
- Oversee daily operations and execution, ensuring the consistent delivery of key performance indicators (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.
- Proactive, hands on management of 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.
Qualifications & Experience
- 12+ years of experience in consulting, CX strategy, contact center transformation, 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, analytics, Quality and modern / AI CX capabilities, including the strategic application of AI to enhance outcomes.
- Strong business, financial, 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, Enlighten Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required.
- Expertise in Interaction / Speech / Text analytics and quality management.
- MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.
Attributes
- 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.
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
- 12+ years of experience in consulting, CX strategy, contact center transformation within enterprise software/SaaS
- Proven success leading consulting teams that deliver measurable business value and solution maturation
- Familiarity with NICE CXone, Enlighten Interaction Analytics, Nexidia, or comparable Interaction/Speech/Text analytics platforms
- Expertise in Interaction, Speech and Text analytics and quality management
- Strong understanding of CCaaS, analytics, Quality and modern/AI CX capabilities, including strategic application of AI
- Strong business, financial and operational acumen, including P&L management
- Experience managing VRS business performance: revenue, bookings, margins, utilization, and subscription renewals
- Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value
- MBA or advanced degree in Business, Analytics, Data Strategy, or a related field
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.
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