Business Consultant, Change Management, VRS

The role

You will advise customers with enterprise software in a contact center environment on creating change management plans and materials. You will act as an expert advisor and facilitator to drive adoption of new applications, processes, and AI-enabled capabilities.

What you will do

• Assess change nature, impacts, and adoption risks to advise on Change Management approach.
• Conduct interactive workshops to drive customer understanding of Change Management fundamentals.
• Guide customer teams through exercises to prepare a PROSCI-aligned Change Management Plan.
• Advise the Lead Business Consultant and teammates on informal change management tactics.
• Advise customers on driving adoption of new technology, mindsets, behaviors, and governance.
• Advise customers on change impacts and adoption strategies related to AI-enabled contact center capabilities.
• Work with sponsors and leaders to gain buy-in and address resistance.
• Support leaders in addressing trust, transparency, and workforce adoption considerations for AI.
• Align change management plans and materials to engagement milestones and Success Criteria.
• Collaborate with team members to create sample materials and templates.

Required qualifications

• Experience working in a contact center environment.
• Experience with enterprise software change management.
• PROSCI certification.
• 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.
• 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.
• Strong facilitation, presentation, and communication skills.
• Tenacious, results-driven, and able to navigate ambiguity.
• Proven ability to work collaboratively with other team members.

Nice to have

• Domain familiarity in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management.

About the company

NICE Ltd. is a global provider of software products used by over 25,000 businesses to deliver customer experiences, fight financial crime, and ensure public safety. The company is an innovation powerhouse in AI, cloud, and digital with over 8,500 employees across 30+ countries.