Transformation Consultant

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

📋 Description

• Collaborate with C-level executives to foster commitment to AI-driven and agentic transformation.

• Develop comprehensive AI transformation roadmaps that align with revenue enhancement, cost optimization, and competitive advantage.

• Break down complex business challenges into clear problem statements, workstreams, hypotheses, and actionable recommendations.

• Evaluate AI, automation, and agentic capabilities throughout organizational processes, service models, decision-making, and customer interactions.

• Design and implement coordinated AI-agentic workflows for both front and back office operations.

• Spearhead the strategy for migrating from on-premises contact centers to NiCE CXone cloud solutions.

• Create and execute large-scale change management initiatives.

• Formulate business cases, transformation roadmaps, and materials for executive presentations.

• Lead workshops for executive alignment, conduct stakeholder interviews, and facilitate leadership discussions.

• Convert strategic objectives into actionable plans, complete with milestones, responsible parties, dependencies, and success indicators.

• Identify risks, interdependencies, and obstacles to execution, providing recommendations for corrective measures.

• Contribute to the development of consulting intellectual assets, executive briefings, AI transformation playbooks, and industry-specific accelerators.

⛳️ Requirements

• Over 5 years of experience in management consulting, transformation strategy, or advisory roles in enterprise technology.

• Demonstrated success in engaging and influencing C-suite stakeholders.

• Proven experience in shaping AI or digital transformation initiatives and developing business cases that secure senior-level sponsorship and funding.

• Extensive knowledge of contact center ecosystems, including ACD routing, IVR/IVA, workforce management, quality assurance, and omnichannel architectures.

• Experience leading cloud migration or digital transformation projects within CCaaS, UCaaS, or enterprise SaaS environments.

• Excellent analytical and structured problem-solving abilities.

• Strong communication and presentation skills suitable for board and C-suite audiences.

• Capability to operate across various functions, industries, and business contexts.

• Familiarity with change management frameworks such as Prosci or ADKAR, or similar methodologies.

• Ability to integrate strategic insight with practical execution support.

• Bachelor's degree or advanced qualification in a relevant field (preferred; MBA or equivalent is a plus).

• Experience with a leading strategy or transformation consulting firm, or equivalent in-house experience in enterprise transformation.

• Direct experience with NiCE CXone, NiCE Actimize, or similar enterprise CCaaS/WEM platforms.

• Knowledge of agentic AI architectures, large language model implementation, conversational AI, NLU, and real-time guidance technologies.

• Certifications in change management, project management, or cloud architecture.

• Previous experience within a contact center, CX operations, or digital transformation functions.

🏝️ Benefits

• Dynamic, collaborative, and innovative work environment.

• Opportunities for personal and professional growth.

• Numerous internal career paths across various roles, disciplines, domains, and locations.