Business Consultant, VRS, WFM

Role Overview

• Owns our customer’s Workforce Management Transformation Strategy.
• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NiCE WFM solution(s).
• Designs change strategy across people, process, and technology.
• Builds long-term relationships with customers, becoming a trusted advisor.
• Coordinates with Project Manager to align milestones and dependencies within project timeline.
• Organizes and guides Application Business Consultants through program leadership.
• Provides individual accountability toward assurance of customer value realization.
• Identifies opportunities for additional engagements through service subscription renewals and business development.

Requirements

• Minimum of 5 years of business consulting experience supporting a contact center environment in the Workforce Management domain.
• Experience with synchronous and asynchronous contact routing environments (including Back Office functions is preferred).
• Responsible for successful delivery of contact center performance improvement via delivery of expert guidance and strong advisory best practice consulting within the Workforce Management domain.
• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption of NiCE solution(s) across the customer’s organization.
• Own and manage executive stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement.
• Independently discover, identify, and create financial business cases with clear measurable business improvements to drive value of the NiCE solution(s) using benefit analysis models.
• Establish business case mapping action items into the solution design and monitor progress toward delivering to the business success criteria.
• Align launch strategy with business case, value priorities, and time to value requirements.
• Develop and maintain relationships with customers to ensure highly satisfied, referenceable customers.
• Expertly handle large scale Value Realization Services (VRS) customer engagements and deliver the VRS program to customers.
• Provide strong proven WFM process expertise to guide customers through recommendations and guidance on best practices.
• Provide input and engagement status into project plan with overlaying the VRS activities via NiCE and Customer Project Manager relationship.
• Secure buy-in from different stakeholders (Internal and External), hold all parties accountable to agreed plan, and push on-time execution of action items.
• Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes.
• Stay up to date with Industry standards and processes of Workforce Management and produce collateral, whitepapers etc. that help promote NiCE Value Realization Services.
• Develop and deliver presentations consisting of strategic recommendations for business impact via NiCE solutions.
• Develop two-to-five-year evolution roadmap for customer to measurable impact and support a cross-solution portfolio.
• Support VRS growth via successful delivery, credibility and thought leadership leading to subscription renewals and identifying additional solution opportunities.
• Deep and broad understanding of WFM solution(s) (NiCE WFM plus) and WFM processes.
• Experience in business process improvement and Customer Success.
• Must have proven ability to manage senior executive relationship (stakeholders), provide thought leadership, and gain strategic partnership independently and effectively.
• Led contact center teams and demonstrated operational performance improvements with significant benefit.

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!