CXi Transformation Consultant

Services Remote, United States Job Number: 19276

Position at NICE

CXi Transformation Consultant

 

This is an exciting consulting position within the NICE – Value Realization Services (VRS) Organization that is focused on owning our customers business case and driving increased adoption and bottom-line ROI value of NICE solutions. The ideal candidate brings a strong mix of sales, consulting and operations experience to be positioned strongly to lead customers through Contact Center/CX/CCaaS transformations. As a seasoned consultant in a technology company such as NICE, one must possess a unique blend of business and technical savvy to lead the team to deliver bottom line business impact via our software solutions.  Candidates should be well experienced to act as a leading voice in maturing our customer’s business processes, and internally within VRS, maturing our methodology and delivery of the services aligned to customer needs. This is a hands-on position where you are personally involved in direct consultative selling and delivery of strategic advisory engagements. This consultant will work with multiple broad groups within NICE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organization. 

 

At NICE, the CXi Transformation Consultant:

  • Brings strong thought leadership to effectively evolve customer business operations
  • Represents a consultative POV side X side NICE solutions in presales cycles
  • Owns our customer’s Business Transformation Strategy
  • 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 engagements
  • Builds long-term relationships with executives, becoming a trusted advisor
  • 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 supporting our sales teams in creation of the CXi 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 the product portfolio
  • Lead consulting projects to drive process improvement & adoption of solutions
  • Lead comprehensive organizational change management with customer
  • 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 input into technical project plan, overlaying strategic VRS activities
  • Single point of communication for 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 & thought leadership
  • Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain

Required Experience:

  • Minimum of 10 years of experience in functions and industries in which NICE provides software and services. Leadership experience in contact center preferred
  • Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Optimization preferred
  • 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
  • Demonstrated experience with leading organizational change, governance & COES
  • 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.

Education

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

Miscellaneous:

  • Travel:  Must be willing to travel up to 30%.
  • Location:  Americas, Remote

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.