Lead Business Consultant

This Lead Business Consultant position within the NICE – AI Center of Excellence Organization offers an exciting opportunity to focus on delivery excellence and drive accelerated ROI from our portfolio of AI solutions. The ideal candidate will bring a strong mix of solution consulting and operations experience, positioning them to lead customers through digital transformations. As a seasoned consultant in a technology company like NICE, you must possess a unique blend of business acumen, subject matter expertise, and technical savvy to deliver significant business impact via our software solutions. This role involves working with multiple broad groups within NICE and requires proven ability to influence cross-functional teams, both with and without formal authority, within a matrixed organization.

Key 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.

Required Experience:

• Minimum of 5 years of experience in self-service or AI software domains.
• Degree in Business, Information Technology, or a related field preferred.
• 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 with generative AI in the customer service domain is a plus.
• IVR/Routing/ACD experience preferred.
• 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.
• Multi-industry experience preferred.
• Excellent verbal, written communication, and presentation skills are a must.