Principal Business Consultant, AI

Job Description

Lead consulting projects focused on enhancing processes and ensuring businesses are prepared for the successful adoption and utilization of NICE's self-service and AI solutions. Consult with clients to gain a deep understanding of their existing business and technical operations, self-service requirements, and AI implementation needs. Offer expert recommendations for designing and implementing self-service and AI software solutions, empowering customers to optimize their business processes and unlock maximum potential. Collaborate closely with product development teams, providing valuable feedback and suggesting enhancements based on client experiences. Take ownership of and nurture relationships with senior stakeholders, fostering active participation and sponsorship throughout the engagement. Cultivate lasting relationships with customers, establishing yourself as a trusted advisor. Organize and guide application and data consultants through program leadership, effectively quarterbacking the consulting engagement. Manage consulting programs, maintaining continuous alignment with the broader product implementation program. Establish and meticulously monitor progress toward achieving business success criteria for each product and business unit. Translate business cases into actionable items and solution designs. Align launch strategies with clearly defined use cases and prioritized values. Secure buy-in and alignment from diverse stakeholders, both internal and external. Provide crucial input into technical project plans, ensuring that business requirements and best practices are thoroughly captured. Develop and deliver compelling presentations that showcase the value and capabilities of our software solutions. Conduct in-depth analysis of client data to pinpoint opportunities for process enhancement, increased software adoption, and the implementation of AI-driven insights.

Qualifications

1. Minimum of 5 years of experience in self-service or AI software domains. 2. Degree in Business, Information Technology, or a related field preferred. 3. Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow). 4. Knowledge management expertise. 5. Experience with generative AI in the customer service domain is a plus. 6. IVR/Routing/ACD experience preferred. 7. Experience in business process improvement and customer success. 8. Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships. 9. Led project teams and demonstrated operational performance improvements with significant benefits. 10. Multi-industry experience preferred. 11. Excellent verbal, written communication, and presentation skills are a must.

Benefits

- Health insurance - 401(k) matching - Flexible working hours - Paid time off