Senior Business Consultant, CX
Core
Lead customers through AI-led CX/CCaaS transformations, driving increased adoption and bottom-line ROI value of NICE solutions.
Role type
Senior IC business consultant (CX/Contact Center)
Builds
Strategic advisory engagements for multi-tiered customer offerings
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS)
Required skills
Business case development, organizational change management, stakeholder management, financial analysis, process improvement, project management, AI/Digital product implementation, IVR/Routing/ACD, Work Force Management, Quality Management
Preferred skills
Six Sigma, Change Management certification, multi-industry experience, consulting firm or BPO experience
Technologies
IVR, Routing, ACD, Work Force Management, Quality Management, AI, Digital products
Responsibilities
Design change strategy across people, process & technology; Lead consulting projects to drive process improvement; Manage senior stakeholder relationships; Independently perform financial analysis and create ROI models; Develop presentations with strategic recommendations for senior executives; Map business case into action items and solution design.
Seniority
Senior, hands-on IC
