Lead Business Consultant, CX

This is a fully remote position, open to applicants in United States.

📋 Description

• Offers best practice advice to help customers fully leverage their business processes and maximize the advantages of the NiCE solutions provided.

• Develops change strategies that encompass people, processes, and technology.

• Acts as the lead consultant, crafting and owning the business case for a multi-tier customer offering, while steering multi-product projects.

• Fosters long-term relationships with customers, establishing trust as a reliable advisor.

• Organizes and directs application and domain business consultants through effective program leadership.

• Ensures individual accountability for the realization of customer value.

• Recognizes opportunities for further engagements via service subscription renewals and business development initiatives.

• Oversees the successful execution of business improvement projects that lead to highly satisfied, referenceable clients and quantifiable business enhancements.

• Discovers, identifies, and formulates business cases that highlight the value of the product portfolio.

• Leads consulting initiatives aimed at enhancing processes and ensuring business readiness for optimal adoption and utilization of NiCE solutions across the organization.

• Owns and nurtures relationships with senior stakeholders, ensuring their active involvement and sponsorship throughout the engagement.

• Manages the consulting program while maintaining alignment with the entire product implementation initiative.

• Establishes and tracks progress toward business success criteria for each product and business unit.

• Translates business cases into actionable items and solution designs.

• Aligns launch strategies with use cases and value priorities.

• Secures buy-in from various stakeholders, both internal and external.

• Provides insights for the technical project plan, integrating VRS activities.

• Acts as the primary communication point for business case activities and value realization.

• Holds all parties, including customers, accountable to the agreed-upon plan and drives the execution of action items.

• Expertly manages large-scale customer engagements and the VRS Program with clients.

• Offers expert guidance and delivers robust advisory best practices in Project Management and consulting.

• Creates and presents strategic recommendations for business impact via NiCE Solutions to senior executives.

• Develops repeat business opportunities through successful delivery, credibility, and thought leadership.

• Conducts independent financial analysis, benefits and impact assessments, and creates ROI models for specific domains.

⛳️ Requirements

• Over 8 years of experience as a consultant in CX strategy, contact center transformation, and the software/CCaaS domain.

• Demonstrated success in leading consulting projects that deliver tangible business value through the effective use and development of CX/QM/Analytics technology solutions.

• Strong knowledge of CCaaS, analytics, quality assurance, and modern/AI-driven CX capabilities, including the strategic utilization of AI to improve outcomes.

• Highly analytical and data-oriented, capable of converting insights into actionable strategies and measurable business results.

• Possesses intellectual curiosity along with robust communication, organizational, analytical, and technical skills.

• Ability to create and present polished presentations using Microsoft PowerPoint to various audience levels.

• Capable of managing multiple tasks and meeting deadlines when handling requests that present competing priorities.

• Familiarity with NICE Interaction Analytics, Nexidia, or similar Interaction/Speech/Text Analytic platforms is essential.

• Hands-on experience working with AI/LLMs to automate tasks is highly desirable.

🏝️ Benefits

• Become part of a rapidly growing, market-disrupting global organization.

• Experience a fast-paced, collaborative, and innovative work environment.

• Enjoy limitless internal career opportunities across various roles, disciplines, domains, and locations.

• Receive competitive compensation packages.