Contact Center Transformation Consultant

Services | Chicago, IL, United States | AMERICAS

Is your primary goal to help customers optimize and realize ROI for software and technology. Do you manage multiple projects across various domains and products? Do you have some of the best KPI's for system adoption with your customers?

Then you may be a great fit for NICE! 

At NICE the Contact Center Transformation Consultant (CCTC) provides excellent industry best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the NICE offered solution. The CCTC is also a Lead Consulting Project manager and Program leader creating a business case for a multi-tiered customer offering, leading a multi-product project while building long-term relationships with customers and becoming a trusted advisor.

The CCTC will manages customer engagements and acts as lead consulting program manager working with Business Consultants and Program leadership with a strong focus on operational excellence and establishing strategy for business impact. The CCTC will have a higher level of individual level accountability to create customer ROI’s, customer engagement renewals, business development, business growth as well as contribute to the Master Project plan.

What a Typical Day Looks Like:

  • Discover, identify and create business cases for value of the new product portfolio
  • Responsible for Customer Success
  • Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement.
  • Responsible for leading consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE solutions across the enterprise.
  • Own and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement
  • Manage client relationships and individual engagements with a strong focus on excellence, a high level of accountability at the individual level, service and support that exceed client needs, individual contributions to drive team performance
  • Manage consulting program with continuous alignment with entire product implementation program
  • Defining success criteria for each product and business unit
  • Translate criteria into workable business case
  • Take business case into action items and solution design
  • Align rollout strategy with use case priorities
  • Secure buy-in from different stakeholders (NICE and Customer)
  • Owns and tracks different business cases against timelines and priorities
  • Provide input into project plan, overlaying VRS activities
  • Executive interface within customers’ business lines representing the Project Management Office
  • Single point of communication for business case activity and value realization
  • Aligns requirements from different business units and products into cohesive and standardized practice
  • Ensures Value Realization is happening post go-live
  • Holds all parties (including customer) accountable to agreed plan and pushes execution of action item
  • Develop and maintain relationships with strategic customers to ensure satisfaction
  • Expertly handle large scale customer engagements and the VRS Program with Customers
  • Provide expert guidance and deliver strong advisory best practice Project Management and consulting.
  • Deliver services and solutions that create measurable value and leverage customers investment in NICE technology thereby improving ROI as well as profit for NICE
  • In charge of independently owning Sr. Executive interface, successfully achieving their active engagement. Develop and deliver presentations with strategic recommendations for business impact via NICE Solutions
  • Develop 12 to 18 month evolution roadmap for customer for measurable impact as well as a cross solution portfolio.
  • Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
  • Independently perform financial analysis, benefits and impact analysis and create ROI models for the Quality/ Performance Management specific domain
  • Deliver consulting and project management services that support in business development, renewals and generate demand for follow on VAS services
  • Support NICE Account Executives in identifying additional solution opportunities.  

What the Top 5% of Talent Possess:

  • Minimum of 5 years of experience in functions and industries in which NICE provides services; the ideal candidate will come from a leadership role within a top tier consulting firm.
  • Experience with contact center enterprise software
  • Subject matter expertise in diverse service center environments the areas of business operations, performance management and metrics, quality management and training, front and back office.
  • Experience in business process improvement and Customer Success
  • Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
  • Direct management experience with telephony and service applications a plus
  • Led project teams and demonstrated operational performance improvements with significant benefit.
  • Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
  • Multi-industry experience.
  • Excellent verbal, written communication and presentation skills are a must.
  • Must be willing to travel up to 60%, live in Detroit or relocate to Detroit

Where we set the Minimum Bar:

  • Bachelors degree in a related discipline.
  • Six Sigma Certification or other Process Improvement Discipline
  • Project Management training/certification

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