Business Consultant, CX

Overview

In this role you own the customer business case and drive ROI value of NiCE solutions through AI-led CX/CCaaS transformations. You will lead cross-functional consulting delivery, shape VRS methodologies, and advise customers as a trusted partner. The role blends business insight with technology know-how to deliver measurable impact across multi-product engagements. You’ll work hands-on to guide transformations and renewals, contributing to NiCE’s mission of value realization at scale.

Responsibilities

• Deliver successful business improvement projects with measurable client benefits
• Discover and build business cases for the value of the product portfolio
• Lead consulting engagements to drive process change and readiness for adoption of NiCE solutions
• Lead organizational change management during engagements
• Manage senior stakeholder relationships and secure ongoing sponsorship
• Coordinate with the product implementation program to align goals
• Define progress metrics for product and BU success
• Map business cases to actionable items and solution designs
• Align launch strategy with use case/value priorities
• Provide input into technical project plans and overlay VRS activities
• Develop repeat business via credible delivery and thought leadership
• Perform financial/benefits/ROI analysis for the domain independently

Key requirements

• Minimum 5 years of experience in NiCE-relevant functions and industries
• 5+ years of leadership experience in a contact center environment preferred
• Deep domain experience in IVR/Routing/ACD and WFM or Quality Management preferred
• Hands-on experience implementing AI/Digital products (e.g., Co-pilot, Autopilot) from a people/process perspective
• Experience in business process improvement and Customer Success
• Proven ability to engage Sr. Executives and gain strategic partnerships
• Led project teams with demonstrable operational performance improvements
• Experience leading organizational change and establishing governance/centers of excellence
• Six Sigma Certification or similar process improvement discipline preferred
• Willingness to operate in a matrixed organization and influence without direct authority

• leadership
• stakeholder management
• thought leadership
• AI/Digital product implementation (Co-pilot, Autopilot)
• ROI modeling and benefits analysis
• organizational change management

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