Lead Business Consultant, VRS, CX

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

📋 Description

• Provides expert guidance to ensure customers fully leverage their business processes and maximize the potential of the NiCE offered solution(s).

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

• Acts as the lead consultant, formulating and owning the business case for a multi-tiered customer offering while leading multi-product projects.

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

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

• Maintains individual accountability for ensuring the realization of customer value.

• Identifies additional engagement opportunities through service subscription renewals and business development initiatives.

• Oversees the successful execution of business improvement projects, resulting in highly satisfied, referenceable clients and measurable enhancements in business performance.

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

• Leads consulting projects aimed at driving process improvements and ensuring business readiness for optimal adoption and utilization of NiCE solutions across the organization.

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

• Manages the consulting program in continuous alignment with the overall product implementation program.

• 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.

• Contributes to the technical project plan, integrating VRS activities.

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

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

• Manages large-scale customer engagements and the VRS Program effectively.

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

• Develops and delivers presentations with strategic recommendations for business impact through NiCE Solutions to senior executives.

• Cultivates repeat business opportunities via successful project delivery, credibility, and thought leadership.

• Independently conducts financial analyses, benefits assessments, and impact analyses, creating ROI models for the specific domain.

⛳️ Requirements

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

• Demonstrated success in leading consulting engagements that provide measurable business value through the utilization and evolution of CX / QM / Analytics technology solutions.

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

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

• Intellectual curiosity paired with strong communication, organization, analytical, and technical skills.

• Proficient in creating and delivering polished presentations using Microsoft PowerPoint tailored for various audience levels.

• Capable of managing multiple tasks and meeting deadlines amid competing priorities.

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

• Hands-on experience with AI/LLMs for task automation is highly preferred.

🏝️ Benefits

• Become part of an ever-growing, market-disrupting, global company.

• Engage in a fast-paced, collaborative, and creative work environment.

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