Lead Business Consultant, CX

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

📋 Description

• Offer best-practice recommendations to help customers enhance their business processes and fully leverage NICE solutions.

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

• Act as the lead consultant, managing business cases for multi-tiered customer offerings and spearheading multi-product projects.

• Cultivate long-term relationships with customers as a trusted advisor.

• Organize and direct application and domain business consultants through effective program leadership.

• Take ownership of customer value realization and identify additional engagement opportunities through renewals and business development.

• Execute business improvement projects that yield satisfied, referenceable clients and measurable enhancements.

• Identify and develop business cases to highlight product-portfolio value.

• Lead consulting projects aimed at improving processes, ensuring business readiness, and promoting the adoption and utilization of NICE solutions.

• Manage relationships with senior stakeholders to secure their active participation and support.

• Oversee consulting programs in line with product implementation initiatives.

• Establish and track business success criteria for each product and business unit.

• Convert business cases into actionable items and solution designs.

• Align launch strategies with use cases and value priorities.

• Ensure buy-in from both internal and external stakeholders.

• Contribute to technical project plans and coordinate VRS activities.

• Serve as the main communication point for business-case activities and value realization.

• Hold all parties accountable to agreed-upon plans and drive the execution of action items.

• Manage large-scale customer engagements and VRS programs.

• Provide advisory guidance, consulting best practices, and executive presentations.

• Foster repeat business through successful project delivery, credibility, and thought leadership.

• Conduct financial, benefits, impact, and ROI analyses.

⛳️ Requirements

• Over 8 years of experience as a consultant in CX strategy, contact center transformation, Quality Monitoring, and Contact Center Analytics.

• Demonstrated success in leading consulting engagements that yield measurable business value through CX, QM, and Analytics technology solutions.

• Strong knowledge of CCaaS, analytics, Quality, and modern/AI CX capabilities, including the strategic application of AI.

• Highly analytical and data-driven, with the ability to convert insights into actionable strategies and measurable business value.

• Excellent communication, organizational, analytical, and technical skills.

• Proficient in creating and delivering polished presentations using Microsoft PowerPoint.

• Capable of multitasking and meeting deadlines in a fast-paced environment with competing priorities.

• Familiarity with NICE Interaction Analytics, Nexidia, or similar interaction, speech, or text analytic platforms is essential.

• Understanding of AI’s influence on Quality Monitoring and Contact Center/Speech/Text/Interaction Analytics practices and technologies is required.

🏝️ Benefits

• Dynamic, collaborative, and innovative work environment.

• Opportunities for professional growth and development.

• Internal career advancement possibilities across various roles, disciplines, domains, and locations.

• Commitment to equal opportunity employment.