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Senior Specialist Business Consultant

Senior Specialist Business Consultant

ConfidentialPune
27 days ago
Job description

How will you make an impact

  • 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 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 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.

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.

    • Skills Required

    Customer Service, Routing, Leadership, Project Management

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