About the Role
This is a strategic consulting role within the NiCE Value Realization Services (VRS) organization. The Business Consultant is responsible for owning customer business cases, shaping AI-driven CX strategies, and ensuring measurable bottom-line ROI from NiCE’s enterprise contact center solutions. This role is designed for a seasoned consultant with deep experience advising enterprise customers on AI-enabled digital transformation in the contact center / CCaaS space, combining strategic consulting rigor, financial acumen, and executive-level communication.
You will lead customers through complex CX transformations—helping them define where AI creates value, how to operationalize it across people, process, and technology, and how to measure and sustain outcomes. Success in this role requires the ability to translate AI, automation, analytics, and decisioning capabilities into boardroom-ready business narratives and defensible financial models. As a consultant at NiCE, you will act as a trusted advisor to C-suite and VP-level stakeholders, influence cross-functional teams without formal authority, and contribute to the evolution of NiCE’s value realization methodology, AI value frameworks, and consulting best practices. This is a hands-on advisory role with direct ownership of strategic engagements—not a delivery support or technical implementation position.
Impact You Will Make
- Serve as a strategic advisor to enterprise customers on AI-led CX and contact center transformation
- Own the end-to-end business case, from value hypothesis through realization and sustained ROI
- Lead customers in identifying, prioritizing, and sequencing AI-driven CX use cases tied to measurable financial and operational outcomes
- Translate AI-enabled capabilities into clear adoption strategies, value metrics, and executive success criteria
- Design and lead enterprise change strategies across people, process, technology, and governance
- Act as program-level consulting lead for multi-product, multi-stakeholder initiatives
- Build long-term executive relationships, becoming a trusted advisor to senior leadership
- Ensure accountability for value realization, benefits tracking, and ROI delivery
- Identify opportunities for expansion, renewal, and additional strategic engagements
Key Responsibilities
- Lead delivery of high-impact business consulting engagements resulting in measurable business improvement and referenceable clients
- Discover, quantify, and articulate value across the NiCE AI and CX product portfolio
- Develop financial models, ROI analyses, and value frameworks to support executive decision-making
- Advise customers on AI strategy, automation, analytics, and decisioning within contact center operations
- Map business cases into actionable transformation roadmaps and solution designs
- Establish and govern KPIs, value tracking, and benefits realization models, including post–Go Live sustainability
- Lead organizational change management for enterprise AI and CX initiatives
- Own and manage senior executive stakeholder relationships, ensuring sponsorship and alignment
- Deliver executive-ready presentations with strategic recommendations and financial justification
- Serve as the single point of accountability for business case execution and value realization
- Influence internal NiCE teams to align delivery, product, and strategy with customer value objectives
- Contribute thought leadership to VRS methodology, AI value realization frameworks, and best practices
Required Experience & Capabilities
- Strong experience in enterprise business consulting, preferably within technology, CCaaS, or CX software
- Demonstrated expertise advising customers on AI-enabled transformation, including AI, automation, analytics, or decisioning
- Deep understanding of contact center operations and CX economics
- Proven ability to build and defend complex business cases, financial models, and ROI analyses
- Strong strategic consulting mindset—able to move from executive vision to execution roadmap
- Exceptional executive presence and communication skills, including C-suite presentations
- Track record of influencing senior stakeholders and leading without formal authority
- Experience leading multi-product, multi-workstream enterprise programs
- Comfort operating in a matrixed, fast-paced, and ambiguous environment