Business Consultant, CX

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.

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 value of the NiCE Workforce Management (WFM) solutions. The ideal candidate brings a strong mix consulting, and operations experience to be positioned strongly to lead customers through Contact Center transformations. The VRS Business Consultant utilizes domain expertise in the WFM domain to lead consulting projects, drive customers to realize full value in their investment, and increase solution adoption. This is accomplished by providing industry best practice guidance to ensure customer fully optimize their business process and maximize the full potential of the NiCE solution(s), building long-term relationships with customers as their trusted advisor, manage the customer relationship and individual engagements with a strong focus on operational excellence and establishing mutually agreed upon strategy for business impact. Candidates should be well experienced to act as a leading voice in maturing our VRS methodology. This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements. 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. The Business Consultant will have a high level of individual accountability to create customer ROI’s, customer engagement renewals, business development, and support the successful growth of NiCE Value Realization Services.

How will you make an impact?

• Owns our customer’s Workforce Management Transformation Strategy.
• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NiCE WFM solution(s).
• Designs change strategy across people, process, and technology.
• Builds long-term relationships with customers, becoming a trusted advisor.
• Coordinates with Project Manager to align milestones and dependencies within project timeline.
• Organizes and guides Application 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.

Have you got what it takes?

• Minimum of 5 years of business consulting experience supporting a contact center environment in the Workforce Management domain.
• Experience with synchronous and asynchronous contact routing environments (including Back Office functions is preferred).
• Responsible for successful delivery of contact center performance improvement via delivery of expert guidance and strong advisory best practice consulting within the Workforce Management domain.
• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption of NiCE solution(s) across the customer’s organization.
• Own and manage executive stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement.
• Independently discover, identify, and create financial business cases with clear measurable business improvements to drive value of the NiCE solution(s) using benefit analysis models.
• Establish business case mapping action items into the solution design and monitor progress toward delivering to the business success criteria.
• Align launch strategy with business case, value priorities, and time to value requirements.
• Develop and maintain relationships with customers to ensure highly satisfied, referenceable customers.
• Expertly handle large scale Value Realization Services (VRS) customer engagements and deliver the VRS program to customers.
• Provide strong proven WFM process expertise to guide customers through recommendations and guidance on best practices.
• Provide input and engagement status into project plan with overlaying the VRS activities via NiCE and Customer Project Manager relationship.
• Secure buy-in from different stakeholders (Internal and External), hold all parties accountable to agreed plan, and push on-time execution of action items.
• Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes.
• Stay up to date with Industry standards and processes of Workforce Management and produce collateral, whitepapers etc. that help promote NiCE Value Realization Services.
• Develop and deliver presentations consisting of strategic recommendations for business impact via NiCE solutions.
• Develop two-to-five-year evolution roadmap for customer to measurable impact and support a cross-solution portfolio.
• Support VRS growth via successful delivery, credibility and thought leadership leading to subscription renewals and identifying additional solution opportunities.
• Deep and broad understanding of WFM solution(s) (NiCE WFM plus) and WFM processes.
• Experience in business process improvement and Customer Success.
• Must have proven ability to manage senior executive relationship (stakeholders), provide thought leadership, and gain strategic partnership independently and effectively.
• Led contact center teams and demonstrated operational performance improvements with significant benefit.

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!