Senior Business Consultant

About this role

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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
• 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

About NICE

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