AI Business Consultant

Summary

Join NICE, a leading provider of AI-powered software solutions, as a Lead AI Business Consultant. In this role, you will lead consulting projects to drive process improvement and ensure business readiness for optimal adoption of NICE's self-service and AI solutions. You will consult with clients, provide best practice recommendations, collaborate with product development teams, and manage stakeholder relationships. The ideal candidate possesses a strong mix of solution consulting and operations experience, along with business acumen, subject matter expertise, and technical savvy. You will work with multiple groups within NICE and influence cross-functional teams. This position requires proven ability to lead project teams and deliver operational performance improvements.

Requirements

• Minimum of 5 years of experience in self-service or AI software domains
• Degree in Business, Information Technology, or a related field preferred
• Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow)
• Knowledge management expertise
• Experience in business process improvement and customer success
• Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships
• Led project teams and demonstrated operational performance improvements with significant benefits
• Excellent verbal, written communication, and presentation skills are a must

Responsibilities

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions
• Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements
• Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential
• Collaborate with product development teams to provide feedback and suggest improvements based on client experiences
• Own and manage senior stakeholder relationships , ensuring active participation and sponsorship throughout the engagement
• Build long-term relationships with customers , becoming a trusted advisor
• Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback
• Manage consulting programs with continuous alignment with the entire product implementation program
• Establish and monitor progress toward business success criteria for each product and business unit
• Map business cases into action items and solution designs
• Align launch strategies with use cases and value priorities
• Secure buy-in from different stakeholders (internal and external)
• Provide input into technical project plans , ensuring business requirements and best practices are fully captured
• Develop and deliver presentations to demonstrate the value and capabilities of our software solutions
• Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights

Preferred Qualifications

• Experience with generative AI in the customer service domain is a plus
• IVR/Routing/ACD experience preferred
• Multi-industry experience preferred