Digital Transformation Consultant

5 days ago

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NICE

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NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• This is an exciting consulting position within the NICE – Value Realization Services (VRS) Organization that is focused on ownership of establishing our customers’ business case(s) and driving increased adoption and bottom-line ROI of NICE solutions. • 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. • This is a hands-on position where you are personally involved in direct consultative selling and delivery of strategic advisory engagements.

🎯 Requirements

• Minimum of 10 years of experience in functions and industries in which NICE provides software and services. • Contact center or operations leadership experience is preferred • Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Optimization preferred • Experience in automation and the application of AI, NLU/NLP in an operational capacity preferred • Proven experience, and associated acumen, in contact center operations and customer/ digital experience • 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 & KPI achievement • Demonstrated experience with leading organizational change, governance & COEs • Certification or demonstrated expertise in digital transformation • Multi-industry experience preferred • Excellent verbal, written communication and presentation skills are a must • Consulting firm or contact center BPO experience preferred.