How will you make an impact
- Responsible for successful delivery of contact center performance improvement via the relevant NICE solutions, resulting in highly satisfied, referenceable customers
- Develop and maintain relationships with customers to ensure continued satisfaction
- Provide strong proven subject matter expertise to guide customers through recommendations and guidance on best practices within the product domains
- Facilitate Application Design Workshops followed by configuration, application usage testing and application best practices sessions.
- Collaborate with Business Consultant to align application design and usage with project success criteria and assist with development of recommendations and roadmap.
- Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities
- Partner with other NICE team members to provide an excellent customer experience and internal collaboration to develop improved process recommendations
- Complete required project documentation on time, submit timecards according to policy, and track to annual objectives.
- Stay up to date with Industry standards and processes of WEM, CCaaS and Digital/AI and produce collateral, whitepapers etc. that help promote NICE Value Realization Services
- Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the specific product domains
- Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
- Identifying additional solution opportunities and providing information to account team
Have you got what it takes
- Deep and broad understanding of the WFM, Quality and Analytics solutions (NICE WFM, Nexidia and QC are a plus)
- Total 8 + and minimum of 3 years of experience supporting a contact center environment with Workforce Management, Quality and Analytics
- Proven ability to work independently while effectively handling project stakeholders, provide thought leadership, and gain strategic partnership
- Providing support to contact center teams and demonstrated operational performance improvements with benefit
- Excellent verbal, written communication and presentation skills are a must
- Multi-industry experience preferred
