Portfolio Consultant jobs at Nice

· Designs change strategy across people, process & technology

· Serve as consulting program leader, creating and owning the roadmap and business case for a multi-product projects

· Build long-term relationships with customers, becoming a trusted advisor

· Organize and guide application and domain business consultants through program leadership

· Take ownership of ensuring customers achieve measurable value

· Identify 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 utilization of NiCE solutions across the enterprise

· Lead complete, comprehensive organizational change management with customer during engagements including securing buy-in from different stakeholders (Internal and External)

· 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

· Provide input into technical project plan, overlaying VRS activities

· Single point of communication for business case activity and value realization

· Hold all parties (customer included) accountable to agreed plan and pushes execution of action items

· Provide expert guidance and deliver strong advisory best practice Project Management and consulting

· Develop repeat business opportunities via successful delivery, credibility and thought leadership

· Independently perform financial analysis, benefits and impact analysis and create ROI models

· Owns our customer’s Workforce Management Transformation Strategy.

· Designs change strategy across people, process, and technology.

· Builds long-term relationships with customers, becoming a trusted advisor.

· Coordinates with Project Manager to align milestones and dependencies within project timeline.

· Organizes and guides Application Business Consultants through program leadership.

· Provides individual accountability toward assurance of customer value realization.

· Identifies opportunities for additional engagements through service subscription renewals and business development.

· Minimum of 5 years of business consulting experience supporting a contact center environment in the Workforce Management domain.

· Experience with synchronous and asynchronous contact routing environments (including Back Office functions is preferred).

· Responsible for successful delivery of contact center performance improvement via delivery of expert guidance and strong advisory best practice consulting within the Workforce Management domain.

· Own and manage executive stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement.

· Establish business case mapping action items into the solution design and monitor progress toward delivering to the business success criteria.

· Align launch strategy with business case, value priorities, and time to value requirements.

· Develop and maintain relationships with customers to ensure highly satisfied, referenceable customers.

· Expertly handle large scale Value Realization Services (VRS) customer engagements and deliver the VRS program to customers.

· Provide strong proven WFM process expertise to guide customers through recommendations and guidance on best practices.

· Provide input and engagement status into project plan with overlaying the VRS activities via NiCE and Customer Project Manager relationship.

· Secure buy-in from different stakeholders (Internal and External), hold all parties accountable to agreed plan, and push on-time execution of action items.

· Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes.

· Stay up to date with Industry standards and processes of Workforce Management and produce collateral, whitepapers etc. that help promote NiCE Value Realization Services.

· Develop two-to-five-year evolution roadmap for customer to measurable impact and support a cross-solution portfolio.

· Support VRS growth via successful delivery, credibility and thought leadership leading to subscription renewals and identifying additional solution opportunities.

· Deep and broad understanding of WFM solution(s) (NiCE WFM plus) and WFM processes.

· Experience in business process improvement and Customer Success.

· Must have proven ability to manage senior executive relationship (stakeholders), provide thought leadership, and gain strategic partnership independently and effectively.

· Led contact center teams and demonstrated operational performance improvements with significant benefit.

How will you make an impact?

• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes 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
• Organizes and guides application and domain business consultants through program leadership
• Provides individual accountability toward assurance of customer value realization
• Identifies opportunities for additional engagements through service subscription renewals and business development

Have you got what it takes?

• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes 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
• Organizes and guides application and domain business consultants through program leadership
• Provides individual accountability toward assurance of customer value realization
• 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 utilization of NICE solutions across the enterprise
• Lead complete, comprehensive organizational 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 realization
• 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

Individual Contributor

How will you make an impact?

• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes 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
• Organizes and guides application and domain business consultants through program leadership
• Provides individual accountability toward assurance of customer value realization
• 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 utilization of NICE solutions across the enterprise
• Lead complete, comprehensive organizational 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 realization
• 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

Have you got what it takes?

• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes 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
• Organizes and guides application and domain business consultants through program leadership
• Provides individual accountability toward assurance of customer value realization
• Identifies opportunities for additional engagements through service subscription renewals and business development
• Bi-lingual English and French skills required for this position

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 utilization of NICE solutions across the enterprise
• Lead complete, comprehensive organizational 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 realization
• 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

Individual Contributor

How will you make an impact?

• Take an objective consultative approach, engage in thorough needs assessment interviews from customer C-level executives down to agent/front line level.
• Identify customer's corporate strategy, goals and initiatives that will drive investment decisions and link to the financial business assessment.
• Understand a customer's corporate financial position, the drivers of profitability, OpEx and CapEx budgets along with key KPIs that drive customer investment decisions.
• Understand key decision makers (including c-level executives) priorities, KPI's and financial goals that drive their individual decision criteria.
• Manage and interpret customer requirements through astute discovery skills to understand, anticipate and match customer gaps and capabilities to the NICE portfolio of solutions and services.

Have you got what it takes?

• At least 10 years of experience in: Strategy, business, and / or technology consulting, leading transformation, or P&L responsibility within a blue-chip company or Senior leadership role in running a contact center organization.
• Has executive presence and exceptional communication and presentations skills that build confidence and credibility.
• Able to confidently explain complex value models in a clear simplified manner.
• Demonstrate the ability to develop relationships with the 'C' or VP level business users to articulate business value and influence strategic application of NICE solutions.
• High level of competency in using complex Excel models and creating compelling PowerPoint presentations.

Regional Vice President of Portfolio Pre-Sales
Individual Contributor

Key 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.

Required Experience:

• 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 with generative AI in the customer service domain is a plus.
• IVR/Routing/ACD experience preferred.
• 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.
• Multi-industry experience preferred.
• Excellent verbal, written communication, and presentation skills are a must.

Key Responsibilities:

• Collect and interpret large data sets of customer KPIs , focusing on identifying patterns and trends, and report results and recommendations for value achievement to business executives or decision-makers in a consumable and actionable format.
• Create strong models of data correlation between business KPI improvement and adoption of NICE solution capabilities by customer end users.
• Collaborate with internal Business Consultants to define account strategies centered around value achievement.
• Enhance consulting value achievement methodology by creating scalable and repeatable models and processes for new data collection, analysis, and reporting.
• Develop continuous improvement programs to achieve financial goals via NICE AI solutions.
• Design, develop, deploy, and maintain automated BI solutions including dashboards, scorecards, and other reports and visualizations.
• Provide deep insights and recommendations based on thorough data analysis and independent discovery.
• Communicate complex analysis and insights to various stakeholders within and outside analytical teams.
• Develop and deliver compelling, story-driven, data-driven insights .
• Address challenging data issues and technical problems as they arise.
• Analyze customer KPI performance and develop improvement plans, gap analysis, and conduct regular business reviews.
• Support NICE Business Consultants in identifying additional solution opportunities.

Required Experience:

• Bachelor's degree in Business, Computer Science, Mathematics, or a related analytical field (advanced degree preferred) or equivalent experience.
• Exceptional attention to detail and ability to identify gaps in source data.
• Relevant professional experience in BI, data science, statistical analysis, and/or enterprise reporting.
• High competency with Microsoft Excel and related platforms, including pivot tables, Visual Basic, and formulae for data reporting purposes.
• Advanced skills in developing ETL along with reports and dashboards using tools such as Python, Power BI, or Tableau.
• High intellectual curiosity, advanced analytical skills, and effective communication of complex concepts.
• Ability to work flexibly and independently in a dynamic environment.
• Proven ability to work successfully with clients and business partners directly.
• Excellent problem-solving skills in high-pressure situations.
• Strong negotiation skills to resolve competing priorities.
• Proven ability to influence cross-functional teams without formal authority.
• Excellent verbal, written communication, and presentation skills.
• Experience working in an enterprise and matrixed hierarchy.

Preferred Experience:

• 5+ years of relevant professional experience in BI, data science, statistical analysis, machine learning, and/or enterprise reporting.
• Advanced SQL and Python skills are a plus.
• Power BI and Tableau experience, courses, or certifications.
• Proven data analyst experience, preferably in the contact center industry.
• Domain experience with contact center self-service analytics, conversation design, IVR & routing, and/or speech analytics