Director, Business Consulting, VRS

Overview

The Director of Value Realization Services (VRS) is a senior leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions, including CCaaS, WEM, and AI-driven capabilities. This role oversees a team of business consultants who drive customer transformation, solution adoption, operational improvements, change, governance, and data-based decision-making across the contact center CX landscape. The ideal candidate brings strong consulting expertise, business acumen, and operational knowledge to guide enterprises through modern, AI-first CX strategies, ensuring AI, CCaaS, and WEM work together to deliver meaningful outcomes.

Core Pillars of Responsibility for this role

1. Strategic Consulting & Advisory Services – Deliver cross-portfolio consulting to help top customers optimize the full NICE portfolio and achieve business outcomes.
2. Domain-Specific Business Consulting – Lead initiatives for Analytics, Quality, Feedback to maximize efficiency and CX impact.
3. Organizational Change Management & Governance – Design, lead, and implement adoption frameworks, governance models, and operating maturity programs; lead teams that deliver change management initiatives to ensure adoption and transformation
4. Data Analytics, Insights & Benchmarking – Develop benchmarks, KPI frameworks, and actionable insights to guide customer strategy and support thought leadership.

Key Responsibilities

• Lead and grow a high-performing consulting organization across NICE’s portfolio.
• Define strategic priorities and evolve the consulting practice to reinforce NICE’s position as an AI-first leader in CX.
• Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives.
• Ensure teams drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
• Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
• Expand consulting, insights, and optimization offerings.
• Consulting Delivery Excellence & Change Management
• Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value.
• Lead teams responsible for organizational change management, adoption frameworks, governance programs, and operational maturity initiatives that enable customer transformation.

Data Analytics & Insights

• Lead development of industry benchmarks, KPI frameworks, and performance models to guide customer strategy and operational improvements.
• Translate data and insights into actionable recommendations for customers
• Partner with Product and Analytics teams to leverage NICE data and insights for value realization and thought leadership.
• Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness.
• Represent VRS in executive briefings, customer forums, and market-facing events.

Qualifications & Experience

• 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS.
• Proven success leading global teams that deliver change management, governance programs, and adoption initiatives.
• Strong understanding of CCaaS, WEM, analytics, and modern CX capabilities, including the strategic application of AI to enhance outcomes.
• Strong business, financial, operational acumen, including managing P&L
• Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
• Familiarity with NICE CXone, Enlighten AI, WEM suite, or comparable CX/AI platforms a plus
• Experience building industry benchmarks, KPI models, data-driven frameworks.
• MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

Attributes

• Strategic thinker who integrates advanced capabilities—including AI—into broader CX, operational, and change management models.
• Excellent communicator with exceptional executive presence.
• Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership.