Portfolio Business Consultant

4 weeks ago

Newmarket, Canada NICE Full time

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Contact Center Portfolio Consultant

So, what’s the role all about?

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 consulting and operations experience to be positioned strongly to lead customers through Contact Center/CCaaS Digital transformations. As a seasoned consultant in a technology company such as NICE, one must possess a unique blend of business, subject matter expertise, 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 VRS methodology and delivery of the services. This is a hands-on position where you are personally involved in direct consulting 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.

How will you make an impact?  

Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvementDiscover, identify and create business cases for value of the product portfolioLead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE solutions across the enterpriseLead complete, comprehensive organizational change management with customer during engagementsOwn and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagementManage consulting program with continuous alignment with entire product implementation programEstablish and monitor progress toward business success criteria for each product and BUMap business case into action items and solution design

Have you got what it takes?

Fluently Bilingual in French/English Minimum of 5 years of experience in functions and industries in which NICE provides servicesMinimum 5 years of leadership experience in contact center environment preferredExperience 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 plusIVR/Routing/ACD, Work Force Management and/or Quality Management preferredExperience in business process improvement and Customer SuccessProven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnershipLed project teams and demonstrated operational performance improvements with significant benefit.Demonstrated experience with leading organizational change, creating governance teams and center of excellence processesCertification or demonstrated expertise in organizational change managementMulti-industry experience preferredExcellent verbal, written communication and presentation skills are a mustConsulting firm or contact center BPO experience preferred.

You will have an advantage if you also have:

Experience/knowledge of Consulting/AI Cloud solutions.Experience in contact center industry

What’s in it for you?

Learn more about the Benefits at NICE 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

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.

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