Senior Business Consultant

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, Whats the role all about?

The Workforce Management, Quality and Analytics Application Consultant applies deep domain expertise to work side-by-side with VRS Business Consultants, helping NICE customers drive value realization and increased system adoption. The Application Consultant provides design guidance, application expertise, and industry best practice guidance to steer transformation, ensure successful rollouts, and help customers maximize the full potential of the WFM, Quality and Analytics solutions. Building long-term, trusted-advisor relationships with customers is the key success criteria for this role. The VRS consulting team manages the customer relationship with a strong focus on operational excellence and business impact, and holds high individual accountability for customer ROI, engagement renewals, business development, and the growth of Value Realization Services.

How will you make an impact?

• Deliver contact center performance improvements through WFM, Quality and Analytics program recommendations, resulting in highly satisfied, referenceable customers
• Develop and maintain relationships with customers to ensure continued satisfaction
• Provide proven WFM, Quality and Analytics subject matter expertise, guiding customers on best practices within the product domains
• Facilitate Application Design Workshops followed by configuration, application usage testing and application best practices sessions. 
• Collaborate with Business Consultant to align application design and usage with project success criteria and assist with development of recommendations and roadmap.
• Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities
• Partner with NICE team members to deliver an excellent customer experience and drive improved process recommendations
• Complete required project documentation on time, submit timecards according to policy, and track to annual objectives.
• Stay current on WFM, Quality and Analytics industry standards and produce collateral and whitepapers that promote NICE Value Realization Services
• Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the specific product domains
• Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
• Identifying additional solution opportunities and providing information to account team

Have you got what it takes?

• Deep and broad understanding of the WFM, Quality and Analytics solutions (NICE WFM, Nexidia and QC are a plus); exposure to AI applications within the WFM and Quality & Analytics domains is advantageous but not required
• Total 5+ and relevant 3 years of experience supporting a contact center environment with Workforce Management, Quality and Analytics
• Proven ability to work independently while effectively managing project stakeholders, providing thought leadership, and building strategic partnerships
• Demonstrated track record of driving operational performance improvements and delivering measurable benefit to contact center teams
• Excellent verbal, written communication and presentation skills are a must
• Multi-industry experience preferred
• Must be willing to travel up to 60%

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:  11679

Reporting into: Tech Manager

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.