Lead Business Consultant, VRS, CX

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

📋 Description

• Offer best-practice recommendations to help clients enhance their business processes and fully utilize the NICE solution capabilities.

• Develop change strategies focusing on people, processes, and technology.

• Create and manage business cases for multi-tier customer offerings while leading projects that span multiple products.

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

• Guide application and domain business consultants in program leadership roles.

• Propel customer value realization and identify opportunities for further engagement.

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

• Oversee consulting projects aimed at optimizing processes and ensuring enterprise readiness for the adoption and effective use of NICE solutions.

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

• Align consulting programs with product implementation initiatives.

• Define and track success criteria for products and business units.

• Convert business cases into actionable items and solution designs.

• Align launch strategies with use cases and value priorities.

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

• Contribute to technical project plans and coordinate VRS activities.

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

• Ensure accountability for agreed-upon plans and drive the execution of action items.

• Manage large-scale customer engagements and VRS programs.

• Provide advisory guidance and best practices in consulting.

• Create and deliver strategic presentations aimed at senior executives.

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

• Conduct financial, benefits, and impact analyses while developing ROI models.

⛳️ Requirements

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

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

• In-depth understanding of CCaaS, analytics, Quality, modern/AI CX capabilities, and the strategic application of AI.

• Highly analytical and data-driven; capable of translating insights into actionable strategies that deliver measurable business value.

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

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

• Ability to manage multiple tasks and meet deadlines in a fast-paced, priority-driven environment.

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

• Knowledge of how AI is transforming Quality Monitoring and practices in Contact Center/Speech/Text/Interaction Analytics is required.

🏝️ Benefits

• Dynamic, collaborative, and innovative work environment.

• Opportunities for learning and professional growth.

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

• Commitment to equal opportunity employment.