NICE Business Consultant CX 

United States, Oregon 

857774096

· 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.