Senior Specialist Business Consultant

How will you make an impact

• 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 cliexnt 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.

Have you got what it takes

• Bachelor s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 12+ years of professional experience, with 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.