NICE Digital Transformation Consultant 

United States 

107492874

How will you make an impact?

• Brings strong thought leadership to effectively evolve customer contact center/ CX operations
• Conducts consultative presales activities to aid in the creation of a client roadmap for NICE products & solutions
• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product engagements
• Owns our customer’s Business Transformation Strategy, aligning their core business objectives to the NICE portfolio/ solutions
• Provides operational best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NICE offered solution(s)
• Drives digital adoption and the leverage of AI in the customer environment
• Designs change strategy across people, process & technology
• Builds long-term relationships with executives, becoming a trusted advisor to their external customers and internal sales partners
• 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?

• Responsible for supporting our sales teams in creation of the NICE VRS transformation plan for the customer and effective positioning of our solutions and supporting Consulting Services
• 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 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
• Organizes/guides 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
• Holds 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

• Minimum of 10 years of experience in functions and industries in which NICE provides software and services.
• Contact center or operations leadership experience ispreferred
• 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
• Proven experience, and associated acumen, in contact center operations and customer/ digital experience
• Excellent business and financial acumen
• Proven experience in business process improvement and CX Transformation
• Must have 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
• Multi-industry experience preferred
• Excellent verbal, written communication and presentation skills are a must
• Consulting firm or contact center BPO experience preferred.

Individual Contributor