Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise - wide change and overseeing customer experience enhancements.
About the role
- Senior Business Consultant focusing on AI solutions for digital transformation. Leading consulting projects to optimize business processes and drive adoption of NICE software solutions.
Responsibilities
- Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions.
- Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements.
- Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential.
- Collaborate with product development teams to provide feedback and suggest improvements based on client experiences.
- Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement.
- Build long-term relationships with customers, becoming a trusted advisor.
- Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback.
- Manage consulting programs with continuous alignment with the entire product implementation program.
- Establish and monitor progress toward business success criteria for each product and business unit.
- Map business cases into action items and solution designs.
- Align launch strategies with use cases and value priorities.
- Secure buy-in from different stakeholders (internal and external).
- Provide input into technical project plans, ensuring business requirements and best practices are fully captured.
- Develop and deliver presentations to demonstrate the value and capabilities of our software solutions.
- Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.
Requirements
- Minimum of 5 years of experience in self-service or AI software domains.
- Degree in Business, Information Technology, or a related field preferred.
- 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 with generative AI in the customer service domain is a plus.
- IVR/Routing/ACD experience preferred.
- 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.
- Multi-industry experience preferred.
- Excellent verbal, written communication, and presentation skills are a must.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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