Director, Business Consulting, VRS, CX @NiCE

Overview

The Director of Value Realization Services (VRS) at NiCE is an experienced leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions. The role involves overseeing a team of business consultants who drive customer transformation and operational improvements across the contact center customer experience (CX) landscape.

Key Responsibilities

• Lead and grow a high-performing consulting organization, driving consulting delivery excellence.
• Oversee consistent, high-quality delivery of consulting engagements, ensuring strong customer satisfaction and measurable value.
• Ensure effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
• Drive operational excellence by establishing a process-driven culture focused on measurable outcomes.
• Oversee daily operations, ensuring the delivery of key performance indicators (KPIs) and consulting metrics.
• Translate high-level strategy into structured, repeatable processes that advance organization-wide goals.
• Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements and business objectives.
• Manage VRS business performance including revenue, bookings, margins, and subscription renewals.
• Proactively manage the team and collaborate with Sales, Product, Engineering, Marketing, and Customer Success.
• Represent VRS in executive briefings, customer forums, and market-facing events.

Requirements

• 12+ years of experience in consulting, CX strategy, contact center transformation, and organizational change management within enterprise software/SaaS.
• Proven success leading consulting teams to deliver measurable business value through CX technology solutions.
• Strong understanding of CCaaS, analytics, Quality and modern/AI CX capabilities.
• Strong business, financial, and operational acumen including managing P&L.
• Analytical and data-driven, able to translate insights into actionable strategies.
• Familiarity with NICE CXone, Enlighten Interaction Analytics, Nexidia, or similar platforms is required.
• Expertise in Interaction/Speech/Text analytics and quality management.
• MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

Benefits

Details about benefits are not provided in the listing.

Location

This is a remote position based in Canada.

How to Apply

Interested candidates should submit their application through the company’s careers page.

Deadline

No application deadline has been stated.