Senior Business Consultant, AI
RemoteUnited States or Canada
Job Summary
Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption of NICE self-service and AI solutions. Consult with clients to understand current business processes, self-service needs, and AI implementation requirements, then provide best practice recommendations to design and implement software solutions. Collaborate with product development teams to provide feedback based on client experiences and own senior stakeholder relationships to secure buy-in and sponsorship. Map business cases into action items, align launch strategies with use cases, and analyze client data to identify opportunities for process improvement and AI-driven insights. Manage consulting programs with continuous alignment to the entire product implementation program and develop presentations to demonstrate software value.
Required Qualifications
- Minimum of 5 years of experience in self-service or AI software domains
- Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow)
- Knowledge management expertise
- Experience in business process improvement and customer success
- Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships
- Led project teams and demonstrated operational performance improvements with significant benefits
- Excellent verbal, written communication, and presentation skills
Desired Qualifications
- Degree in Business, Information Technology, or a related field preferred
- Experience with generative AI in the customer service domain is a plus
- IVR/Routing/ACD experience preferred
- Multi-industry experience preferred
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