Director - Business Consulting - VRS - CX

Overview 

The Director of Value Realization Services (VRS) is an experienced leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions. 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 CX AI transformation. 

Core Pillars of Responsibility for this role   

1. Strategic Consulting & Advisory Services, managing consultants who are responsible for guiding customers in optimizing the use of their NICE solutions and achieving the business outcomes that led to the purchase of NiCE solutions. 

1. Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals. 

1. Committed to delivering exceptional customer outcomes through the strategic implementation and evolution of NiCE solutions. 

 Key Responsibilities 

• Lead, grow, elevate and modernize a high-performing consulting organization.  Drive consulting Delivery Excellence. 

• Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value. 

• Ensure consultants drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI. 

• Drive operational excellence across the organization by establishing a process-driven culture focused on measurable outcomes. 

• Oversee daily operations and execution, ensuring the consistent delivery of key performance indicators (KPIs) and consulting metrics. 

• Translate high-level strategy into structured, repeatable processes that advance organization-wide goals in a scalable manner. 

• Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives. 

• Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals. 

• Proactive, hands-on management of team. 

• 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 consulting teams that deliver measurable business value through the use and maturation of CX technology solutions. 

• Strong understanding of CCaaS and modern  AI 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 or comparable CCaaS platforms is required. 

• Deep hands-on expertise with CX AI / CCaaS solutions as a consultant is required. 

• MBA or advanced degree in Business, Analytics, Data Strategy, or a related field is desired. 

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.