Remote opportunity at
NiCELead Business Consultant, VRS, CX
NiCE is a software company whose products are used by more than 25,000 companies worldwide, among them 85 of the Fortune 100, to improve how customers…
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About This Role
NiCE is a software company whose products are used by more than 25,000 companies worldwide, among them 85 of the Fortune 100, to improve how customers are served, combat financial crime and support public safety. It reports more than 8,500 employees across over 30 countries and presents itself as a market leader in AI, cloud and digital technology. This consulting role sits in the Value Realization Services organisation and centres…
Job Description
NiCE is a software company whose products are used by more than 25,000 companies worldwide, among them 85 of the Fortune 100, to improve how customers are served, combat financial crime and support public safety. It reports more than 8,500 employees across over 30 countries and presents itself as a market leader in AI, cloud and digital technology.
This consulting role sits in the Value Realization Services organisation and centres on the business case behind NiCE's AI-driven quality management and analytics products. The consultant guides customers through contact centre and cloud contact centre change, working with speech, text and interaction data, and drives the adoption and measurable return those customers expect. The position blends hands-on advisory delivery with leadership of multi-product projects, and it requires persuading colleagues across a matrixed structure without direct reporting authority.
Responsibilities include identifying value opportunities across the product range, turning business cases into action plans and solution designs, aligning launch approaches with priority use cases, and holding customers and internal teams to agreed milestones. The consultant also builds financial, benefit and ROI models, presents strategic recommendations to executives, and spots renewal and expansion opportunities arising from strong delivery.
Applicants need at least eight years as a consultant in customer experience strategy, contact centre transformation, quality monitoring or contact centre analytics, with a record of measurable results. Working knowledge of NiCE Interaction Analytics or Nexidia, or of comparable speech and text analytics tools, is required, along with a grasp of how AI is changing quality monitoring. The post reports to the Director of Business Consulting, VRS, as an individual contributor.
Responsibilities
- Develop and own business cases across the product portfolio and track value realisation
- Lead consulting projects that improve processes and prepare customers for adoption
- Own senior stakeholder relationships and secure executive sponsorship across engagements
- Translate business cases into action items and solution designs
- Contribute to technical project plans and act as the single point of contact for value discussions
- Build financial analyses, benefit assessments and ROI models for each domain
- Present strategic recommendations to senior executives
- Spot expansion and renewal opportunities arising from successful delivery
Requirements
- At least eight years as a consultant in CX strategy, contact centre transformation, quality monitoring or contact centre analytics
- Proven record of delivering measurable business value with CX, quality management or analytics technology
- Understanding of CCaaS, analytics and the strategic use of AI in customer experience
- Analytical, data-led approach to problem solving
- Ability to build polished slide decks in Microsoft PowerPoint for varied audiences
- Working knowledge of NiCE Interaction Analytics, Nexidia or similar tools
- Awareness of how AI is shaping quality monitoring and contact centre analytics
- Strong communication, organisation and ability to manage competing deadlines
Qualifications
- Experience juggling competing priorities and meeting tight deadlines
- Intellectual curiosity and a drive to raise standards
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
How much experience is needed?
At least eight years as a consultant in CX strategy, contact centre transformation, quality monitoring or contact centre analytics.
Which platforms should candidates know?
Candidates should already know NiCE Interaction Analytics or Nexidia, or equivalent speech and text analytics products.
What is the reporting line?
The role reports into the Director of Business Consulting, VRS, as an individual contributor.
Does the posting specify a work location or salary?
The posting does not state a work location or a salary figure.
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