NICE - Director, Business Consulting, VRS, CX
Requirements
• 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS. • Proven success leading consulting teams that deliver measurable business value through the use and maturation of CX technology solutions. • Strong understanding of CCaaS, analytics, Quality and modern / AI CX capabilities, including the strategic application of AI to enhance outcomes. • Strong business, financial, operational acumen, including managing P&L • Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value. • Familiarity with NICE CXone, Enlighten Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required. • Expertise in Interaction / Speech / Text analytics and quality management. • MBA or advanced degree in Business, Analytics, Data Strategy, or a related field. • Strategic thinker who integrates advanced capabilities—including AI—into broader CX, operational, and change management models. • Excellent communicator with exceptional executive presence. • Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership. • 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.
Responsibilities
• Lead and grow a high-performing consulting organization. Drive consulting Delivery Excellence. • Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value. • Ensure consultants drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI. • Drive operational excellence across the organization by establishing a process-driven culture focused on measurable outcomes. • Oversee daily operations and execution, ensuring the consistent delivery of key performance indicators (KPIs) and consulting metrics. • Translate high-level strategy into structured, repeatable processes that advance organization-wide goals in a scalable manner. • Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives. • Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals. • Proactive, hands on management of team. • Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness. • Represent VRS in executive briefings, customer forums, and market-facing events.
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