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NICE

Business Consultant, Change Management

NICE

. Advise customers with enterprise software in contact center environments on creating change management plans, activities, and materials .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in enterprise software change management within contact center environments, focusing on PROSCI-aligned strategies, AI adoption, and effective stakeholder engagement. Proven ability to facilitate workshops, create customizable materials, and guide teams through organizational change.

Highest-signal resume keywords
PROSCI CertificationChange Management LeadershipAI Adoption StrategiesContact Center ExperienceStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Change ManagementEnterprise Software ImplementationAI-Enabled CapabilitiesOrganizational ChangeContent CreationPerformance ManagementCustomer AnalyticsOmni-Channel RoutingWorkforce ManagementQuality Management
Soft Skills
Strong Executive PresencePersuasion SkillsFacilitation SkillsPresentation SkillsCollaboration
Certifications & Qualifications
PROSCI Certification
Industry Keywords
Contact CenterChange Management PlansAdoption MetricsTransformation RoadmapEngagement Milestones

Tech Stack

Tools & technologies
Go

About the role

Key responsibilities & impact
  • Advise customers with enterprise software in contact center environments on creating change management plans, activities, and materials
  • Serve as an expert advisor and facilitator to support leaders, operational teams, contact center agents, and supervisors through organizational change
  • Provide structured guidance, templates, examples, and coaching to customer teams and consulting teammates
  • Support customer adoption of AI-enabled contact center capabilities
  • Partner with the Lead Business Consultant on engagement milestones, operational assessment, transformation roadmap, implementation, and post-Go Live measurement
  • Collaborate with the Application Consultant on functional design, configuration, and role-based walkthroughs
  • Assess change nature, impacts, and adoption risks during engagement milestones
  • Conduct interactive Change Management workshops
  • Guide customers in preparing PROSCI-aligned Change Management Plans covering stakeholder engagement, communications, enablement, reinforcement, and adoption metrics
  • Advise on formal and informal change management tactics, adoption strategies, AI-related change impacts, and workforce adoption considerations
  • Help sponsors and leaders gain buy-in, address resistance, and support learning curves
  • Align plans and materials with engagement milestones and Success Criteria
  • Create sample customer-customizable materials and templates, including messaging, job aids, and checklists

Requirements

What you’ll need
  • 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

Comp & perks
  • Opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations
  • Fast-paced, collaborative, and creative work environment
  • Work with a global company and teams across 30+ countries