Senior Business Consultant at NICE in India - Pune

Job description

• The Workforce Management, Quality and Analytics Application Consultant applies deep domain expertise to work side-by-side with VRS Business Consultants, helping NICE customers drive value realization and increased system adoption. The Application Consultant provides design guidance, application expertise, and industry best practice guidance to steer transformation, ensure successful rollouts, and help customers maximize the full potential of the WFM, Quality and Analytics solutions. Building long-term, trusted-advisor relationships with customers is the key success criteria for this role. The VRS consulting team manages the customer relationship with a strong focus on operational excellence and business impact, and holds high individual accountability for customer ROI, engagement renewals, business development, and the growth of Value Realization Services.

Responsibilities

• Deliver contact center performance improvements through WFM, Quality and Analytics program recommendations, resulting in highly satisfied, referenceable customers
• Develop and maintain relationships with customers to ensure continued satisfaction
• Provide proven WFM, Quality and Analytics subject matter expertise, guiding customers on best practices within the product domains
• Facilitate Application Design Workshops followed by configuration, application usage testing and application best practices sessions.
• Collaborate with Business Consultant to align application design and usage with project success criteria and assist with development of recommendations and roadmap.
• Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities
• Partner with NICE team members to deliver an excellent customer experience and drive improved process recommendations
• Complete required project documentation on time, submit timecards according to policy, and track to annual objectives.
• Stay current on WFM, Quality and Analytics industry standards and produce collateral and whitepapers that promote NICE Value Realization Services
• Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the specific product domains
• Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
• Identifying additional solution opportunities and providing information to account team

Requirements

• Deep and broad understanding of the WFM, Quality and Analytics solutions (NICE WFM, Nexidia and QC are a plus); exposure to AI applications within the WFM and Quality & Analytics domains is advantageous but not required
• Total 5+ and relevant 3 years of experience supporting a contact center environment with Workforce Management, Quality and Analytics
• Proven ability to work independently while effectively managing project stakeholders, providing thought leadership, and building strategic partnerships
• Demonstrated track record of driving operational performance improvements and delivering measurable benefit to contact center teams
• Excellent verbal, written communication and presentation skills are a must
• Multi-industry experience preferred
• Must be willing to travel up to 60%

Skills

Required

• Proven ability to work independently
• Managing project stakeholders
• Thought leadership
• Building strategic partnerships

Preferred

• NICE WFM, Nexidia and QC
• Multi-industry experience

Benefits

• At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.