Senior Specialist Business Consultant Urgent

4 weeks ago

Pune, Maharashtra, India Incontact Full time
Job Description

How will you make an impact

- Lead consulting projectsto drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions.
- Consult with clientsto understand their current business and technical processes, self-service needs, and AI implementation requirements.
- Provide best practice recommendationsto design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential.
- Collaborate with product development teamsto provide feedback and suggest improvements based on cliexnt 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 consultantsthrough program leadership, acting as the consulting engagement quarterback.
- Manage consulting programswith continuous alignment with the entire product implementation program.
- Establish and monitor progresstoward business success criteria for each product and business unit.
- Map business cases into action items and solution designs.
- Align launch strategieswith 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 presentationsto demonstrate the value and capabilities of our software solutions.
- Analyze client datato identify opportunities for process improvement, increased software adoption, and AI-driven insights.

Have you got what it takes

- Bachelor s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
- 12+ years of professional experience, with 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.

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