Director, Business Consulting, VRS, CX @NICE Ltd.

Overview

The Director of Value Realization Services (VRS) at NICE is an experienced leader focused on ensuring customers achieve measurable business value and ROI from NICE solutions, particularly in Quality, Analytics, and AI-driven capabilities. This role oversees a team responsible for customer transformation, solution adoption, and operational improvements in the contact center CX landscape.

Key Responsibilities

• Lead and grow a high-performing consulting organization, ensuring excellence in delivery.
• Oversee the consistent delivery of consulting engagements with strong customer satisfaction and measurable value.
• Drive effective adoption and optimization of NICE solutions, leading to measurable outcomes and long-term ROI.
• Establish a process-driven culture focused on measurable outcomes and operational excellence.
• Manage daily operations, ensuring key performance indicators (KPIs) and consulting metrics are consistently met.
• Translate strategy into structured, repeatable processes to achieve organization-wide goals.
• Serve as a trusted advisor to senior customer executives, linking solution capabilities to business objectives.
• Proactively manage the consulting team and collaborate with various departments to align strategies.
• Represent VRS at executive briefings, customer forums, and market-facing events.

Requirements

• 12+ years of experience in consulting, CX strategy, and contact center transformation within enterprise software/SaaS.
• Demonstrated success in leading consulting teams to deliver measurable business value through CX technology.
• Strong understanding of CCaaS, analytics, Quality, and AI capabilities.
• Financial and operational acumen with experience managing P&L.
• Analytical mindset with the ability to translate insights into actionable strategies.
• Familiarity with NICE CXone or similar Interaction/Speech/Text Analytics platforms.
• Expertise in analytics and quality management.
• MBA or advanced degree in a related field.

Benefits

Details regarding benefits are not included in the listing.

Location

Remote, USA

How to Apply

Details on how to apply are not provided in the listing.

Deadline

No application deadline stated.