Specialist Business Consultant

Summary

Join NICE as a VRS Application Consultant and leverage your expertise in Workforce Engagement Management (WFM and Quality & Analytics), CCaaS – ACD/IVR, or the Digital/AI domain to drive customer value and system adoption. Collaborate with Business Consultants to guide customers through application design, configuration, and best practices. Build strong customer relationships and act as a trusted advisor, focusing on operational excellence and strategic impact. Contribute to project planning, meet deadlines, and maintain project documentation. Stay current with industry standards and create promotional materials. Conduct financial analysis and develop ROI models. Identify additional solution opportunities and support business development. This role requires strong communication, presentation, and problem-solving skills, along with a deep understanding of contact center operations and relevant NICE solutions. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

• Deep and broad understanding of the WFM, Quality and Analytics solutions (NICE WFM, Nexidia and QC are a plus)
• Total 8 + and minimum of 3 years of experience supporting a contact center environment with Workforce Management, Quality and Analytics
• Proven ability to work independently while effectively handling project stakeholders, provide thought leadership, and gain strategic partnership
• Providing support to contact center teams and demonstrated operational performance improvements with benefit
• Excellent verbal, written communication and presentation skills are a must

Responsibilities

• Responsible for successful delivery of contact center performance improvement via the relevant NICE solutions, resulting in highly satisfied, referenceable customers
• Develop and maintain relationships with customers to ensure continued satisfaction
• Provide strong proven subject matter expertise to guide customers through recommendations and guidance on best practices within the product domains
• Facilitate Application Design Workshops followed by configuration, application usage testing and application best practices sessions
• Collaborate with Business Consultant to align application design and usage with project success criteria and assist with development of recommendations and roadmap
• Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities
• Partner with other NICE team members to provide an excellent customer experience and internal collaboration to develop improved process recommendations
• Complete required project documentation on time, submit timecards according to policy, and track to annual objectives
• Stay up to date with Industry standards and processes of WEM, CCaaS and Digital/AI and produce collateral, whitepapers etc. that help promote NICE Value Realization Services
• Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the specific product domains
• Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
• Identifying additional solution opportunities and providing information to account team

Preferred Qualifications

Multi-industry experience preferred

Benefits

• 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