Business Consultant, CX

Our VRS (Value Realisation Services) practice is part of a large global community you’ll continue to learn from our leading industry experts who will help you maximise your strengths and build your specialisation in Contact Center Solutions.

As a Business Consultant in our VRS team, you’ll often:

• Deliver training and application consulting services in the area of contact center, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using NICE solutions.
• Collaborate with colleagues and clients to define Contact Centre strategies that drive improved business performance.
• Focus on Contact Center best practices & processes around workforce management, quality and / or automation.
• Drive successful delivery of contact center performance improvement recommendations resulting in highly satisfied, referenceable clients.
• Develop presentations and present consulting recommendations.
• Support NICE Account Executives in identifying additional opportunities.

Your key responsibilities will be:

• Driving effective product usage by setting up solutions aligned to our client business needs: Setting up NICE application users, database configuration, forms and workflows according to client business processes
• Delivering on site and remote application training and consulting services that create measurable value that leverage clients’ investment in NICE technology thereby improving ROI as well as profit for NICE
• Delivering consulting services in the area of contact center, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using NICE solutions.
• Focusing on contact center best practices & processes.
• Analysing new and existing customers KPI performance and developing contact center improvement plans.
• Delivering services and solutions that create measurable value that leverage clients’ investment in NICE technology thereby improving ROI as well as profit for NICE
• Delivering successful application consulting, education, and enablement resulting in highly satisfied, referenceable clients
• Supporting NICE Account Executives in identifying additional services and solution opportunities.  

We believe you should have at least 5 years of experience to be successful in this role. 

• Are English/French bilingual (German would be a nice to have)
• Have domain experience with contact center Workforce Management; Process Automation (Robotics); or Quality Management solutions. 
• You are a solid consultative thinker.
• You have the ability to work flexibly and independently in a fluid, start-up like environment.
• You have the ability to work successfully with clients and business partners directly.
• You have excellent problem-solving ability in high pressure situations.
• You have excellent verbal, written communication, and presentation skills.
• You have the capacity to work with complex multiple clients.
• You keep abreast of the market trends.
• You are willing to travel across the EMEA region

The job is ideally based in London.

If you are a NICE person and want to help make the world a smarter and safer place to live and like the idea of being part of a dynamic and creative team of professionals, you will be part of our vibrant, fast-paced environment. You will be expected to conquer professional challenges, but we'll also find time for fun. We prize out-of-the box thinking and we reward excellence. We offer a unique culture, where there’s inclusivity yet room to be yourself. Our working culture is based on respect and teamwork, that strives for excellence and encourages everyone to give of their best, aim high and get the job done​.