Lead Business Consultant, VRS, CX

Remote · 8+ years experience · Remote · Posted Oct 8, 2026

At a glance

NICE Ltd. (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 crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ 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.

This consulting position within the Value Realization Services (VRS) organization focuses on owning customer business cases and driving ROI for AI-powered Quality and Analytics solutions.
The role involves guiding customers through Contact Center/CCaaS transformations by blending business strategy, subject matter expertise, and technical savvy.
The consultant will act as a lead advisor, maturing the VRS methodology and delivering strategic engagements to senior stakeholders.

Discover, identify, and create business cases for the value of the product portfolio.
Lead consulting projects to drive process improvement and ensure business readiness for NiCE solutions.
Manage senior stakeholder relationships and ensure active participation and sponsorship.
Establish and monitor progress toward business success criteria for each product and business unit.
Map business cases into action items and solution design.
Align launch strategy with use cases and value priorities.
Provide input into technical project plans, overlaying VRS activities.
Develop and deliver presentations with strategic recommendations for business impact to senior executives.
Independently perform financial analysis, benefits analysis, and create ROI models.
Identify opportunities for additional engagements through service subscription renewals and business development.

8+ years of experience as a consultant in CX strategy, contact center transformation, Quality Monitoring, or Contact Center Analytics.
Proven success leading consulting engagements that deliver measurable business value through CX/QM/Analytics technology.
Strong understanding of CCaaS, analytics, Quality, and modern AI CX capabilities.
Highly analytical and data-driven with the ability to translate insights into actionable strategies.
Ability to create and deliver polished presentations using Microsoft PowerPoint.
Familiarity with NICE Interaction Analytics, Nexidia, or comparable Interaction/Speech/Text Analytic platforms.
Understanding of how AI is evolving Quality Monitoring and Contact Center/Speech/Text/Interaction Analytics practices.
Ability to multi-task and meet deadlines in a fast-paced environment.