Business Consultant

Services Remote, United States


NICE Job Descriptions – Business Consultant




Professional Services

Job Name:

Business Consultant

Job Purpose:

The primary role of the Business Consultant is to facilitate business transformation and drive increased adoption and value of NICEs Quality and Performance Management solutions.  

Main Responsibilities  and Deliverables: 



Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement.



Expert in delivery of consulting services related to a particular product set, industry vertical, and/or deployment environment.


Responsible for leading consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE solutions across the enterprise.


Review design documents to ensure alignment with customer needs and business objectives.


Deliver services and solutions that create measurable value and leverage clients’ investment in NICE technology. Develop appropriate research/analysis plan to create a business case and demonstrate measurable impact of NICE solutions, as well as provide ROI impact data to clients.


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


Establish oneself as a Trusted Advisor who advises the client on best practices and is vocal on their behalf internally within NICE. Act as liaison between the client and NICE to escalate critical issues and influence product roadmap decisions.


Facilitate the set-up, configuration and validation of NICE’s Business Applications in customer environments.


Work with product sales and clients to educate them on the value of business consulting and other NICE services.  Identify and develop new business opportunities and be responsible for extensions of existing consulting engagements.


Manage client relationships and individual engagements with a strong focus on excellence, a high level of accountability at the individual level, service and support that exceed client needs, individual contributions to drive team performance

Qualifications / Education:

          MBA preferred; University degree in relevant field required

          5 years of experience in functions and industries in which NICE provides services; ideal candidate will come from a leadership role within diverse environments and/or a consulting firm

          Subject matter expertise in the areas of quality management, contact center business operations, financial service, performance management and metrics, and training, front office or back office

          Experience in business process improvement and Customer Success

          Exceptional verbal and written communication and presentation skills

          Experience with organizational change management in the contact center




















Stage I – Developing Expertise

Business Consultant

Stage II – Expanding Boundaries

Senior Business Consultant

Stage III – Managing Complexity

Expert Business Consultant

Stage IV – Owning a Professional


Principal Business Consultant

Professional capabilities

Directed in several aspects of work. Relies on more experienced team members, seeks professional guidance 

Knowledge of at least one NICE product

         Regarded as a professional that requires minimal supervision and informally mentors other team members

         Detailed knowledge of one NICE product


         Regarded as a Subject Matter


         Delivers performance improvement and business transformation, leveraging knowledge of industry best practices and proven practices using NICE solutions

         Provides expertise to support

sales activity

         Mentors Business Consultants in

Stage I and II 

         Expands system knowledge and

capabilities beyond a single





          Owns the professional area 

          Regarded as a Subject Matter


          Designs and enhances internal and customer-facing tools and delivery methods to maximize the efficiency, effectiveness, and sustainable value of Business Consulting services

          Shares and leverages industry expertise

          Mentors Business Consultants

in all other stages


Business Impact



Follows pre-allocated tasks, strategic path, and processes determined by senior management, and may contribute to definitions

Good business and financial understanding



Holds full domain responsibility Displays conceptual thinking and professional discretion in domain

Applies independent judgment Creates valuable relationship with clients which enables

successful delivery of performance improvement projects 

Responsible for increasing NICE measurable value and ROI through services and solutions Takes ownership and leads parts of the project


Applies ongoing professional discretion

Solves problems in new settings Proactively seeks for improvement within and across domain Responsible for the successful delivery of performance improvement projects, resulting in highly satisfied, reference-able clients

Delivers services and solutions that create measurable value and leverage clients’ investment in NICE technology thereby improving their ROI as well as profit for NICE

End-to-end management and ownership of Business Consulting services 

Builds ROI and performance segmentation models Develops a Trusted Advisor relationship with senior client stakeholders 

Proactively seeks synergies that contribute to overall company business Takes broad external and internal perspectives into account

Develops senior client relationships beyond current individual projects

Identifies organizational and behavioral leverage points

Sells and promotes Business

Consulting services









NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.