Senior CX & AI Transformation Consultant

Nice-0a1ef543; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Equal opportunity employer

Job summary

NiCE is seeking a senior VRS Business Portfolio Consultant to own customer business cases and drive AI-led CX/CCaaS transformations. You will lead multi-product projects, influence senior stakeholders, and deliver measurable ROI through strategic advisory engagements.

You will work in a hands-on consulting role within a matrixed organization, collaborating across NiCE teams to mature VRS delivery and governance, and grow recurring engagements with customers.

Qualifications

• Minimum of 5 years of experience in NiCE's target functions and industries.
• Leadership experience in contact center environment preferred.
• Experience with contact center enterprise software; deep domain in IVR/Routing/ACD and WFM/Quality Management preferred.
• Hands-on experience implementing AI/Digital products from a people and process perspective.
• Experience in business process improvement and Customer Success.
• Must influence senior executives and deliver ROI-focused outcomes.
• Six Sigma Certification or other process improvement discipline preferred.

Responsibilities

• Deliver business improvement projects with measurable ROI and high client satisfaction.
• Discover, identify and create business cases for value of the product portfolio.
• Lead consulting projects to drive process improvement and organizational change.
• Own and manage senior stakeholder relationships and ensure active sponsorship.
• Map business cases into action items and solution design against product launches.
• Develop repeat engagements via successful delivery and thought leadership.
• Perform financial analysis, benefits and impact analysis, and ROI modeling.

Skills

Consulting leadership

AI/Digital product knowledge

Change management

Stakeholder management

Financial analysis & ROI

Strategic partnership

Education

Six Sigma Certification or equivalent

Tools

Contact center software

IVR/Routing/ACD knowledge

Workforce Management knowledge

Job description

NiCE is seeking a senior VRS Business Portfolio Consultant to own customer business cases and drive AI-led CX/CCaaS transformations. You will lead multi-product projects, influence senior stakeholders, and deliver measurable ROI through strategic advisory engagements.

You will work in a hands-on consulting role within a matrixed organization, collaborating across NiCE teams to mature VRS delivery and governance, and grow recurring engagements with customers.