Note: The job is a remote job and is open to candidates in USA. NiCE is a leading software company that excels in AI and digital solutions. The Senior Business Consultant position focuses on delivery excellence and driving ROI from AI solutions, requiring a blend of consulting and operations experience to lead customers through digital transformations.

Responsibilities

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions
• Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements
• Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential
• Collaborate with product development teams to provide feedback and suggest improvements based on client experiences
• Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement
• Build long-term relationships with customers, becoming a trusted advisor
• Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback
• Manage consulting programs with continuous alignment with the entire product implementation program
• Establish and monitor progress toward business success criteria for each product and business unit
• Map business cases into action items and solution designs
• Align launch strategies with use cases and value priorities
• Secure buy-in from different stakeholders (internal and external)
• Provide input into technical project plans, ensuring business requirements and best practices are fully captured
• Develop and deliver presentations to demonstrate the value and capabilities of our software solutions
• Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights

Skills

• Minimum of 5 years of experience in self-service or AI software domains
• Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow)
• Knowledge management expertise
• Experience in business process improvement and customer success
• Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships
• Led project teams and demonstrated operational performance improvements with significant benefits
• Excellent verbal, written communication, and presentation skills are a must
• Degree in Business, Information Technology, or a related field preferred
• Experience with generative AI in the customer service domain is a plus
• IVR/Routing/ACD experience preferred
• Multi-industry experience preferred

Company Overview

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