Business Consultant, CX

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious and game changers. Our VRS (Value Realisation Services) practice is part of a large global community where you’ll continue to learn from leading industry experts who will help you maximise your strengths and build your specialisation in Contact Center Solutions.

As a Business Consultant in our VRS team, you’ll often:

• Deliver training and application consulting services in the area of contact center, performance improvement and business transformation, leveraging knowledge of industry best practices using NICE solutions.
• Collaborate with colleagues and clients to define Contact Centre strategies that drive improved business performance.
• Focus on Contact Center best practices processes around workforce management, quality and/or automation.
• Drive successful delivery of contact center performance improvement recommendations resulting in highly satisfied, referenceable clients.
• Develop presentations and present consulting recommendations.
• Support NICE Account Executives in identifying additional opportunities.

Your key responsibilities will be:

• Driving effective product usage by setting up solutions aligned to our client business needs.
• Setting up NICE application users, database configuration, forms and workflows according to client business processes.
• Delivering on-site and remote application training and consulting services that create measurable value, improving ROI as well as profit for NICE.
• Analysing new and existing customers' KPI performance and developing contact center improvement plans.
• Delivering successful application consulting, education, and enablement resulting in highly satisfied, referenceable clients.
• Supporting NICE Account Executives in identifying additional services and solution opportunities.

We believe you should have at least 5 years of experience to be successful in this role. You should be English/French bilingual (German would be a nice to have) and have domain experience with contact center Workforce Management, Process Automation (Robotics), or Quality Management solutions. You are a solid consultative thinker with the ability to work flexibly and independently in a fluid, start-up like environment. You have excellent problem-solving ability in high-pressure situations and possess excellent verbal, written communication, and presentation skills. You keep abreast of market trends and are willing to travel across the EMEA region.

The job is ideally based in London. If you are a NICE person and want to help make the world a smarter and safer place to live, while being part of a dynamic and creative team of professionals, you will be part of our vibrant, fast-paced environment. We prize out-of-the-box thinking and reward excellence. We offer a unique culture, where there’s inclusivity yet room to be yourself. Our working culture is based on respect and teamwork, striving for excellence and encouraging everyone to give of their best, aim high and get the job done.

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 recognised as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer.