דרושים Digital Transformation Consultant ב-Nice ב-ארהב

Key Responsibilities:

• Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
• SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
• Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
• Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
• Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
• Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
• Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.

Required Skills and Expertise:

• Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
• Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
• Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
• Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.

Preferred Requirements:

• 6+ years of experience working within application or software support.
• 4+ years of experience working within public or private cloud environments.
• 4+ years of experience working in a production Windows based environment.
• 6+ years communicating in English in a technical field.
• Can effectively troubleshoot supported applications effectively.
• Can work on complex issues which may span multiple applications or environments.
• Experience working with call center infrastructure

The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.

· 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.

Key Responsibilities:

• Technical Implementation:

• Implement & provide technical consulting around areas such as AI ,NLU,CRM integrations, API’s, ACD, IVR, ASR and other contact center features and applications.

• Provide technical configuration and, in some cases, light programming as required (JavaScript, HTML/CSS for UI tweaks).
• Provide development, and enhancement, as well as management and coordination of changes to existing applications
• Understand Structuring knowledge repositories hierarchies, categorization, and knowledge mapping for intuitive navigation

• Understand SAML 2.0, OAuth 2.0, OpenID Connect, and LDAP/Kerberos; experienced with IAM platforms like Okta, Azure AD, Ping Identity, and OneLogin.

• Project Management:
• Collaborate with Project Managers to design and oversee end-to-end project rollouts.
• At times act as the Project Manager for your own project.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.

• Regular interaction with client teams to understand pain points, present solutions, and align on progress

• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Customer Handling:
• Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment.
• Develop documentation and processes for emerging digital products from R&D teams.
• Regularly interact with client teams to understand needs, address pain points, and align on deliverables.
• Work closely with SMEs, admins, and business leads; share updates and drive KM adoption.
• Translate technical concepts into business terms; manage expectations and clarify scope.

Qualifications:

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.
• Proven expertise in:
• Technical configuration and if required programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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

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?

• You have a consultative nature, and can identify the problems your customers have, while skillfully positioning your comprehensive digital arsenal to solve those problems.
• This is a sales position, but an understanding of data strategy, microservices, and cloud computing trends will be helpful.
• You should have a multi-faceted background to succeed in this position including a deep understanding of CCaaS. Ideally this expertise would have been acquired in similar positions at other enterprise software companies or working within SI organizations while engaging closely with technology teams and customers.

Have you got what it takes?

• Regularly closes deals and builds pipeline within or exceeding goals. Meets or exceeds assigned sales quota.
• Assist and support sales partners in sales efforts by participating in sales calls and closing efforts.
• Attend tradeshows.
• Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative!

You will have an advantage if you also have:

• ​ Bachelor's degree in a related technology field. MBA Preferred
• 7+ years of consulting or customer engagement experience
• 5+ years of contact center experience

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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