NiCE · 1 day ago
Business Consultant, Change Management
United States
Full-time
Remote
Senior Level
5+ years expNiCE Ltd. is a premier provider of contact center technologies, and they are seeking a Senior Change Management Consultant to advise customers on their change management plans and activities. The role involves guiding customers through the adoption of new technologies and processes, particularly in the context of AI-enabled capabilities.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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
Qualification
Required
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
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
Preferred
Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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