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NICE Systems, Inc. Principal Contact Center Consultant Transformation - reslcGh0JJMt in Indianapolis, Indiana

The Principal Business Transformation Consultant is a customer-facing, billable position chartered with engaging Enterprise customers in a consultative capacity and providing specialized expertise around digital transformation strategy, business process optimization, change management, customer experience optimization, industry standard best practices, the contact center industry, and other contact center ecosystem topics including but not limited to ACD/IVR, Omni-channel, UCaaS, CCAI, CRM, customer satisfaction, analytics, social media, and others.This position, depending on project type, will be responsible for collaborating with sales colleagues to drive customer awareness and education during the pre-sales phase, , collaborating with Solutions Architects to ensure the SOW aligns with customer expectations, managing customer expectations and satisfaction, recommending business process and organizational changes adjacent to inContact products based on best practices and customer requirements, coordinating inter-departmental activities within inContact and with partners, tracking time and status within inContact systems, and other tasks related to the success of his or her engagement.The Principal Business Consultant is tasked with enhancing, selling, and consulting on inContact client engagements. The ideal candidate will be an expert in Contact Center operations and technology optimization. In addition, this position may be required to develop additional consultative solutions that solve business challenges for inContact's customers.Major Functions/ResponsibilityClient Leadership1. Establish credibility and rapport and maintain trusted advisory relationships with stakeholders from the C-level down with client organizations, partner providers and internal resources2. Elicit business requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteria3. Assist with the development of business cases, project proposals, and SOWs as part of new consulting engagements4. Perform data, process, and fit/gap analysis to help stakeholders define the scope of new consulting engagements5. Help inform and drive business process engineering and change management recommendations and planning6. Prepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts.7. Serve as the solution expert during the inContact pre-sales and implementation cycles, understanding Customer Centric Selling and Project Implementation methodologies such that you can ensure inContact delivers the right solution to the customer and that desired business outcomes are achieved (greatest ROI).Technical Leadership8. Be able to speak to the capabilities of the inContact ACD (Omni-channel) and IVR product offering9. Provide guidance on technical product configuration and scripting as required10. Maintain expertise and currency in industry leading contact center operational and technology best practicesBusiness Leadership11. Conduct comprehensive cost/benefit analysis and prepare business cases for projects12. Present a professional image in conduct, attitude and attire13. Serve in a project manager capacity via management of the end to end solution life cycle for small to large-scale projects14. Supervise during the solution life-cycle, any junior level client staff, or any sub-contracted personnel assigned to your project team15. Oversee, coach and mentor junior consultants, partner resources and client resources to ensure consistent quality of activities and deliverables.16. Communicate in an effective and professional way with customers in and outside of inContact17. Follow the company Code of Ethics and inContact policies and procedures at all timesThis job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as a

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