Business Consultant, CX

Overview

As a Business Consultant in NiCE’s VRS team, you help clients maximize contact center performance through training, process improvement, and business transformation using NICE solutions. You work with cross-functional teams to define contact center strategies and deliver measurable ROI. You will translate client needs into aligned solution setups, training, and enablement that drive value and client satisfaction. This role offers a dynamic, start-up like environment with global exposure and opportunities to influence transformation.

Responsibilities

• Set up NICE applications and configurations to match client processes
• Deliver on-site and remote application training and consulting to improve ROI and profitability
• Provide consulting on contact center, performance improvement and business transformation leveraging best practices
• Analyze KPI performance and develop contact center improvement plans
• Deliver services that create measurable value and referenceable clients
• Support Account Executives in identifying additional service opportunities
• Collaborate with clients to define contact center strategies that drive performance
• Drive delivery of contact center improvements and best practices across projects
• Produce presentations and communicate consulting recommendations
• Engage with multiple clients in a fluid, fast-paced environment

Key requirements

• 5+ years of experience in a related role
• English/French bilingual; German a plus
• Domain experience in contact center Workforce Management, Process Automation (Robotics), or Quality Management
• Strong consultative thinking and problem-solving skills
• Ability to work independently in a dynamic environment and manage complex client relationships
• Excellent verbal, written communication and presentation skills
• Willingness to travel across the EMEA region
• Based in London ideally

• consultative thinking
• problem-solving under pressure
• excellent communication and presentation skills
• NICE solutions
• contact center solutions
• workforce management

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