Business Consultant, Change Management, VRS

Nice Ltd.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

NiCE is seeking a Change Management Consultant to advise customers on creating change management plans for enterprise software in a contact center environment. You will lead workshops, develop templates, and coach customer teams to drive adoption of new processes, tools, and AI-enabled capabilities.

This role requires PROSCI certification and 5+ years of experience guiding large technology implementations, with strong executive presence and the ability to translate AI-driven changes into clear

Qualifications

• Experience in a contact center environment.
• Experience with enterprise software change management.
• PROSCI certification is required.
• 5+ years of experience leading change management for large technology implementations.
• Experience supporting AI, automation, or analytics initiatives.
• Familiar with omni-channel routing / ACD / IVR, CRM, WFM.
• Strong executive presence to persuade C-level management.
• Ability to translate AI-driven capabilities into role-based messaging.

Responsibilities

• Advise customers on change management plans and adoption strategies.
• Lead interactive workshops to build understanding of Change Management.
• Create templates and materials for messaging, job aids, checklists, and enablement.
• Collaborate with Lead Business Consultant and Application Consultant.
• Support AI-enabled adoption in the contact center and governance practices.
• Align change plans with engagement milestones and success criteria.

Skills

Change management

PROSCI certification

Executive presence

Facilitation

Stakeholder engagement

AI adoption knowledge

Job description

Business Consultant, Change Management, VRS

USA - Remote

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

We are the premier provider of contact center technologies with a proven consulting methodology that delivers measurable value realization. We’re seeking a Change Management Consultant to advise customers with enterprise software in a contact center environment on the creation of their change management plans, activities, and materials to drive adoption of new contact center applications, process optimizations, and ways of working.

In this role, you will serve as an expert advisor and facilitator—helping the customer’s change management lead pave the way for their leaders, operational teams, contact center agents, and supervisors to understand and buy into what is changing and how to successfully adopt new ways of working.

You’ll provide structured guidance, templates, examples, and coaching directly to the customer team and your consulting teammates to convert their technology and operational plans into real workplace practices. This role also supports customer adoption of AI-enabled contact center capabilities, helping leaders and frontline teams understand, trust, and effectively integrate AI into their daily work.

You’ll partner closely with the Lead Business Consultant (BC)—who is responsible for the overall engagement including an Operational Assessment, Transformation Roadmap of people, process, and technology recommendations, solution implementation, and post–Go Live measurement. You’ll also collaborate with an Application Consultant responsible for functional design and configuration and role‑based walkthroughs.

How will you make an impact?

• Participate in key engagement milestones to assess the nature of the change, impacts, and adoption risks, and advise on the overall Change Management approach.
• Conduct interactive workshops to drive customer understanding of Change Management fundamentals and buy‑in.
• Guide the customer team through exercises to prepare a context‑specific, PROSCI‑aligned Change Management Plan including stakeholder engagement, communications, enablement, reinforcement mechanisms, and adoption metrics.
• Advise the Lead Business Consultant and other teammates on informal change management tactics to support customer stakeholders and teams throughout the consulting engagement.
• Advise customers on how to drive adoption of new technology and associated mindset, behaviors, processes, and governance practices to cement them into daily work.
• Advise customers on change impacts and adoption strategies related to AI‑enabled contact center capabilities (e.g., agent assist, automation, analytics), including role, workflow, and mindset changes.
• Work with sponsors and leaders to help them gain buy‑in, support learning curves, and address resistance.
• Support leaders in addressing trust, transparency, and workforce adoption considerations as AI becomes embedded in operational decision‑making.
• Align change management plans and materials to support engagement milestones and the Success Criteria defined by the Lead Business Consultant.
• Collaborate with team members to create sample materials and templates (messaging, job aids, checklists, etc.) for customer customization.

Have you got what it takes?

Required Experience & Capabilities

• Experience working in a contact center environment.
• Experience with enterprise software change management.
• PROSCI certification (required).
• 5+ years of experience leading change management for large technology implementations and organizational shifts.
• Experience supporting change management for AI, automation, or advanced analytics initiatives in enterprise or contact center environments.
• Comfortable using both formal and informal change management approaches.
• Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management.
• Strong executive presence and ability to persuade C-level management.
• Advisory presence with executives and frontline leadership.
• Ability to translate AI‑driven capabilities into clear, role‑based messaging for executives, supervisors, and frontline agents.
• Strong facilitation, presentation, and communication skills.
• Tenacious, results‑driven, and able to navigate ambiguity.
• Proven ability to work collaboratively with other team members.
• Experience creating content assets and presentations.

What’s in it for you?

Join an ever‑growing, market‑disrupting global company where teams—comprised of the best of the best—work in a fast‑paced, collaborative, and creative environment. As the market leader, every day at NiCE is an opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations.

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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As set forth in NICE’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

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