Best suited to seasoned consultants with CX and contact center transformation expertise working in a matrixed organization.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from NICE via Greenhouse
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
This is an exciting consulting position within the NiCE – Value Realization Services (VRS) Organization that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NiCE’s AI-powered Quality and Analytics solutions. The ideal candidate brings a strong mix consulting and operations experience to expertly guide customers through Contact Center/CCaaS transformations. As a seasoned consultant in a technology company such as NiCE, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions. Candidates should be well experienced to act as a leading voice in maturing our VRS methodology and delivery of the services. This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements related to AI-powered Quality Management and Analytics (Speech / text / interaction). This consultant will work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organization.
How will you make an impact?
Provides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NiCE offered solution(s)
Designs change strategy across people, process & technology
Serves as lead consultant, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects
Builds long-term relationships with customers, becoming a trusted advisor
Organizes and guides application and domain business consultants through program leadership
Provides individual accountability toward assurance of customer value realization
Identifies opportunities for additional engagements through service subscription renewals and business development
Key Responsibilities:
Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement.
Discover, identify and create business cases for value of the product portfolio
Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NiCE solutions across the enterprise
Own and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement
Manage consulting program with continuous alignment with entire product implementation program
Establish and monitor progress toward business success criteria for each product and BU
Map business case into action items and solution design
Align launch strategy with use case and value priorities
Secure buy-in from different stakeholders (Internal and External)
Provide input into technical project plan, overlaying VRS activities
Single point of communication for business case activity and value realization
Hold all parties (customer included) accountable to agreed plan and pushes execution of action items
Expertly handle large scale customer engagements and the VRS Program with Customers
Provide expert guidance and deliver strong advisory best practices and consulting.
Develop and deliver presentations with strategic recommendations for business impact via AI-powered NiCE Solutions to senior executives
Develop repeat business opportunities via successful delivery, credibility and thought leadership
Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain
Qualifications & Experience
8+ years of experience as a consultant in the CX strategy, contact center transformation, Quality Monitoring & Contact Center Analytics.
Proven success leading consulting engagements that deliver measurable business value through the use and maturation of CX / QM / Analytics technology solutions.
Strong understanding of CCaaS, analytics, Quality and modern / AI CX capabilities, including the strategic application of AI to enhance outcomes.
Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
Intellectual curiosity, with strong communication, organization, analytical and technical capabilities
Ability to create and deliver polished presentations using Microsoft PowerPoint to different levels of audience
Ability to multi-task and meet deadlines when supporting requests that create competing priorities
Familiarity with NICE Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required.
Understanding of how AI is evolving Quality Monitoring and Contact Center / Speech / Text / Interaction Analytics practices and technology is required.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Requisition ID:
Reporting into: Director, Business Consulting, VRS
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Source: NICE careers (Greenhouse)