business process improvementContact Center ConsultingCustomer ExperienceOrganisational Change ManagementValue Realisation
Useful technologies
ACDAutopilotCo-PilotIVR
Original posting
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 Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions. The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/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. 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 organisation.
At NiCE, the VRS Business Portfolio Consultant:
Provides best practice guidance to ensure customer fully optimises their business process and maximises the full potential of the NiCE offered solution(s)
Designs change strategy across people, process & technology
Serves as lead consulting program leader, 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
Provides individual accountability toward assurance of customer value realisation
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 utilisation of NiCE solutions across the enterprise
Lead complete, comprehensive organisational change management with customer during engagements
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 realisation
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 practice Project Management and consulting.
Develop and deliver presentations with strategic recommendations for business impact via 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
Required Experience**:**
Minimum of 5 years of experience in functions and industries in which NiCE provides services
Minimum 5 years of leadership experience in contact center environment preferred
Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferred
Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process perspective (such as understanding any Change Management, adoption or Value Realisation challenges).
Experience in business process improvement and Customer Success
Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
Led project teams and demonstrated operational performance improvements with significant benefit.
Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes
Certification or demonstrated expertise in organisational change management
Multi-industry experience preferred
Excellent verbal, written communication and presentation skills are a must
English and French and/or German speaker
Consulting firm or contact center BPO experience preferred.
Must be willing to travel up to 30%.
Education
Six Sigma Certification or other Process Improvement Discipline preferred
Change Management certification preferred
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 11572**
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.