Junior Consultant (XO)

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.

What's this all about:

You will join our highly innovative XO Consulting Team, which consists of consultants who work with NiCE clients who have purchased the Autopilot Intelligent Virtual Assistant product. You will guide Autopilot clients through a rigorous analysis of their live contact center interactions, both voice and chat, and deliver a map of their various customer intents, recommendations of which use cases will deliver the most automation value rapidly, and how to render these use cases most effectively in Autopilot to maximize containment and end-customer satisfaction. You will serve as the product expert to the customer’s eyes throughout the implementation process, and ensure your customers are trained in the XO platform by the end of your engagement with them, setting them up for long-term success. You’ll use NICE’s most advanced AI tools, including Topic AI Editor, and NICE Experience Optimization, to assist in this process. You’ll be measured on the success of the customer’s Autopilot journey and the team’s ability to continually enhance and streamline its processes to minimize the client’s time to value. You’ll need deep critical thinking skills, curiosity, and business savvy. It’s a hands-on, demanding job that doesn’t fit within a 9-5 schedule. It’s also a deeply exciting and rewarding role where the value of your work is plain to see.

A Typical Day Might Include the Following:

• Leads XO Consulting engagements with clients.
• Helps clients implement use cases based on Nexidia-generated data and metrics, from Discovery thru Operationalization.
• Creates and confirms with clients the mapping of XO intents to existing client live-agent skills for intelligent routing.
• Drives ongoing client adoption of XO, through training (in a “teach how to fish” approach) and enablement, recommendation of future phase automation, and exposure to new product features as they are released.
• Builds self-sufficiency in client analytic staff so they can grow and deepen use of the product.
• Guide a small rotating team of analysts and provide review and guidance while the team members are building and validating intent and task models.
• Provides feedback and input to product developers to support the ongoing advancement of the Autopilot product.
• Collaborates with internal partners from sales, customer success, technology, R&D and support to deliver a high-quality experience to Autopilot customers.

To Land This Gig You'll Need:

• Ability to navigate through multiple layers of an organization and effectively communicate at all levels
• Excellent analytical and problem-solving skills as well as attention to detail
• Highly professional, consultative, and customer focused
• Ability to understand and diagnose business issues faced by customers; able to apply product and service solutions to these issues
• Strong verbal and written communication skills
• Strong presentation skills
• Strong customer relationship management skills
• Ability to create project plans and work breakdown structures for medium-sized projects
• Ability to manage delivery of a project and report on project progress using project plans and other tools
• Experience with using, selling, supporting and/or building enterprise software
• Proficient with MS Office applications
• Ability to work independently and meet deadlines
• Clear sense of urgency and lack of complacency.
• Excellent organizational skills
• Ability to train and mentor members of their team
• Respect for others and the ability to work in a dynamic, highly-collaborative environment

DESIRED SKILLS

• Familiarity with AI modeling, especially natural language interfaces
• Experience with building and testing Gen-AI prompts
• Understanding of databases and working knowledge of SQL
• Familiarity with contact center operations and customer service
• Prior experience with statistics, data analytics, and/or Six Sigma methodologies

EDUCATION AND EXPERIENCE

• Bachelor's degree (minimum requirement). MBA desirable
• Minimum of 5 years overall experience with 1-2 years of enterprise application customer management experience
• 1 or more years managing or directing the activities of employees preferred
• Experience with business-to-consumer sales and support channels
• Experience presenting to various levels of customer organizations, including executive levels