NICE Portfolio Business Consultant 

Canada 

172655392

At NICE, the Contact Center Portfolio Consultant:

• 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

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• 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

:

• Fluently Bilingual in French and English
• Minimum of 5 years of experience in functions and industries in which NICE provides services
• Minimum 5 years of leadership experience in contact center environment preferred
• Experience with contact center enterprise software, and specifically deep domain experience in Digital/Unassisted Self-Service channels (i.e. Google Dialog Flow)
• Generative AI in the customer service domain a plus
• IVR/Routing/ACD, Work Force Management and/or Quality Management preferred
• Experience in business process improvement and Customer Success
• Proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
• Led project teams and demonstrated operational performance improvements with significant benefit.
• Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
• Certification or demonstrated expertise in organizational change management
• Multi-industry experience preferred
• Excellent verbal, written communication and presentation skills are a must
• Consulting firm or contact center BPO experience preferred.

US or Canada remote

Education

• Bachelor’s degree in a related discipline.
• Six Sigma Certification or other Process Improvement Discipline preferred
• Change Management certification preferred

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Travel: Must be willing to travel up to 20%.