Digital Transformation Consultant

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety solutions, as a seasoned consultant in the Value Realization Services (VRS) organization. This exciting consulting position focuses on establishing customer business cases and driving increased adoption and ROI of NICE solutions. You will lead customers through Contact Center/CX/CCaaS transformations, leveraging your strong sales, consulting, and operations experience. The role involves direct consultative selling, strategic advisory engagements, and collaboration with cross-functional teams. You will be responsible for driving digital adoption, designing change strategies, and building strong relationships with executives. This hands-on position offers significant impact and growth opportunities within a dynamic and innovative company.

Requirements

• Minimum of 10 years of experience in functions and industries in which NICE provides software and services
• Proven ability to independently and effectively handle Sr. Executive stakeholders, provide thought leadership and gain strategic partnership
• Led project teams and demonstrated significant business outcomes & KPI achievement
• Demonstrated experience with leading organizational change, governance & COEs
• Certification or demonstrated expertise in digital transformation
• Excellent verbal, written communication and presentation skills are a must
• Excellent business and financial acumen
• Proven experience in business process improvement and CX Transformation

Responsibilities

• Bring strong thought leadership to effectively evolve customer contact center/CX operations
• Conduct consultative presales activities to aid in the creation of a client roadmap for NICE products & solutions
• Serve as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product engagements
• Own our customer’s Business Transformation Strategy, aligning their core business objectives to the NICE portfolio/solutions
• Provide operational best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NICE offered solution(s)
• Drive digital adoption and the leverage of AI in the customer environment
• Design change strategy across people, process & technology
• Build long-term relationships with executives, becoming a trusted advisor to their external customers and internal sales partners
• Provide individual accountability toward assurance of customer value realization
• Identify opportunities for additional engagements through service subscription renewals and business development
• Support our sales teams in creation of the NICE VRS transformation plan for the customer and effective positioning of our solutions and supporting Consulting Services
• Ensure 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 NICE product portfolio and solutions
• Lead consulting projects to drive operational effectiveness & adoption of NICE solutions
• Own and manage senior stakeholder relationships and ensure his/her active participation and sponsorship over the course of the engagement
• Organize/guide application and domain business consultants through consulting program leadership with continuous alignment to product implementation
• Establish & monitor progress toward business success criteria for the portfolio
• Map business case into action items and solution design
• Align launch strategy with use case/value priorities securing stakeholder buy-in
• Provide operational and strategic input into technical project plan, overlaying strategic VRS activities
• Serve as the single point of communication for client business case activity and value realization
• Hold all parties (incl. customer) accountable to agreed plan/execution of actions
• Expertly handle large scale engagements and the VRS Program with Customers
• Develop and deliver presentations with strategic recommendations for business impact via NICE Solutions to senior executives
• Develop repeat business opportunities via successful delivery, trusted advisership & ongoing thought leadership

Preferred Qualifications

• Contact center or operations leadership experience is preferred
• Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Optimization preferred
• Experience in automation and the application of AI, NLU/NLP in an operational capacity preferred
• Multi-industry experience preferred
• Consulting firm or contact center BPO experience preferred

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations