Business Consultant, Change Management
NICE
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
About the role
- Participate in key engagement milestones to assess the nature of the change, impacts, and adoption risks, and advise on the overall Change Management approach.
- Conduct interactive workshops to drive customer understanding of Change Management fundamentals and buy-in.
- Guide the customer team through exercises to prepare a context-specific, PROSCI-aligned Change Management Plan including stakeholder engagement, communications, enablement, reinforcement mechanisms, and adoption metrics.
- Advise the Lead Business Consultant and other teammates on informal change management tactics to support customer stakeholders and teams throughout the consulting engagement.
- Advise customers on how to drive adoption of new technology and associated mindset, behaviors, processes, and governance practices to cement them into daily work.
- Advise customers on change impacts and adoption strategies related to AI-enabled contact center capabilities (e.g., agent assist, automation, analytics), including role, workflow, and mindset changes.
- Work with sponsors and leaders to help them gain buy-in, support learning curves, and address resistance.
- Support leaders in addressing trust, transparency, and workforce adoption considerations as AI becomes embedded in operational decision-making.
- Align change management plans and materials to support engagement milestones and the Success Criteria defined by the Lead Business Consultant.
- Collaborate with team members to create sample materials and templates (messaging, job aids, checklists, etc.) for customer customization.
Requirements
- Experience working in a contact center environment.
- Experience with enterprise software change management.
- PROSCI certification (required).
- 5+ years of experience leading change management for large technology implementations and organizational shifts.
- Experience supporting change management for AI, automation, or advanced analytics initiatives in enterprise or contact center environments.
- Comfortable using both formal and informal change management approaches.
- Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management.
- Strong executive presence and ability to persuade C-level management.
- Advisory presence with executives and frontline leadership.
- Ability to translate AI-driven capabilities into clear, role-based messaging for executives, supervisors, and frontline agents.
- Strong facilitation, presentation, and communication skills.
- Tenacious, results-driven, and able to navigate ambiguity.
- Proven ability to work collaboratively with other team members.
- Experience creating content assets and presentations.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
change managementAI-enabled contact center capabilitiesautomationadvanced analyticsenterprise software change managementstakeholder engagementadoption strategiesPROSCI-aligned Change Management Plancontent creationpresentation skills
Soft skills
executive presencepersuasioncollaborationfacilitationcommunicationresults-drivennavigating ambiguityadvisory presencecustomer understandingbuy-in
Certifications
PROSCI certification