Lead Business Consultant, Applications

About the Role

As a Quality & Analytics Application Consultant, you will serve as the product expert for NiCE’s Quality and Analytics solutions, helping clients unlock measurable value from their customer interaction data. You’ll combine deep product knowledge with consulting expertise to drive adoption, uncover insights, and guide clients toward continuous improvement and operational excellence.

Key Responsibilities

• Be the Product Expert: Develop deep expertise in NiCE Quality and Analytics applications to support implementation, optimization, and ongoing client success.
• Drive Client Adoption and Value Realization: Lead clients from initial deployment to full adoption by demonstrating value, ensuring confidence in data integrity, and sharing relevant case studies and success stories.
• Provide Subject Matter Expertise: Advise clients on best practices in Quality Management, Analytics, and Customer Experience optimization.
• Champion AI-Driven Innovation: Actively explore and pilot new AI features, models, and automation tools within the NiCE ecosystem (such as intent validation and automated insights) to help clients accelerate value realization and reduce cost-to-serve.
• Drive AI Model Optimization: Guide clients through the transition from manual processes to AI-driven analytics, ensuring model accuracy, data integrity, and strategic alignment with business objectives.
• Collaborate Cross-Functionally: Work closely with Product, Services, and Customer Success teams to align roadmap, feedback, and value delivery strategies.
• Enable Self-Sufficiency: Empower clients through training, data literacy, and enablement sessions to sustain long-term success with NiCE solutions.

Qualifications

• 5+ years of experience in consulting, customer success or analytics and quality management
• Experience in contact center operations and performance drivers
• Strong analytical, communication, presentation and storytelling skills with the ability to translate complex data into actionable insights
• Proven track record managing analytic and quality initiatives from concept to execution, balancing multiple projects and priorities independently
• Skilled in facilitating consultative solution sessions, discovery workshops, and solution design with stakeholders ranging from end users to executives
• Familiarity with speech or text analytics and quality management platforms; experience with NICE IA (formerly Nexidia IA), Quality Central, or CXOne preferred
• A strong interest in the evolving AI landscape, with practical experience or a keen desire to learn how AI-driven automation and predictive analytics can optimize contact center performance (e.g., reducing AHT, improving first-contact resolution).
• Self-driven collaborator with a strong sense of ownership and urgency
• Demonstrated curiosity to adopt and test emerging technologies and a proactive mindset toward leveraging AI tools to uncover hidden operational efficiencies for clients.
• Working knowledge of databases and SQL is an asset
• Successful completion of a background screen