Business Consultant, Change Management

Role Overview

• Serve as an expert advisor and facilitator—helping the customer’s change management lead.
• Provide structured guidance, templates, examples, and coaching directly to the customer team and your consulting teammates.
• Support customer adoption of AI-enabled contact center capabilities.
• Partner closely with the Lead Business Consultant (BC).
• Collaborate with an Application Consultant responsible for functional design and configuration.
• Participate in key engagement milestones to assess the nature of the change, impacts, and adoption risks.
• Conduct interactive workshops to drive customer understanding of Change Management fundamentals.
• Guide the customer team through exercises to prepare a context-specific, PROSCI-aligned Change Management Plan.
• Advise the Lead Business Consultant and other teammates on informal change management tactics.
• Advise customers on how to drive adoption of new technology and associated processes.
• Work with sponsors and leaders to help them gain buy-in, support learning curves, and address resistance.
• Support leaders in addressing trust, transparency, and workforce adoption considerations as AI becomes embedded in operational decision-making.
• Align change management plans and materials to support engagement milestones and Success Criteria.

Requirements

• Experience working in a contact center environment.
• Experience with enterprise software change management.
• PROSCI certification (required).
• 5+ years of experience leading change management for large technology implementations and organizational shifts.
• Experience supporting change management for AI, automation, or advanced analytics initiatives in enterprise or contact center environments.
• Comfortable using both formal and informal change management approaches.
• Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management.
• Strong executive presence and ability to persuade C-level management.
• Advisory presence with executives and frontline leadership.
• Ability to translate AI-driven capabilities into clear, role-based messaging for executives, supervisors, and frontline agents.
• Strong facilitation, presentation, and communication skills.
• Tenacious, results-driven, and able to navigate ambiguity.
• Proven ability to work collaboratively with other team members.
• Experience creating content assets and presentations.

Benefits

• Join an ever-growing, market-disrupting global company where teams—comprised of the best of the best—work in a fast-paced, collaborative, and creative environment.
• As the market leader, every day at NiCE is an opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations.