Manager, Business Consulting, Value Realization Services

NICE develops the CXone software platform for customer experience management.

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Australia - Sydney Posted 4mo ago crmcustomer-experience

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At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The International Consulting Manager within the NiCE Value Realisation Services (VRS) team is responsible for leading large-scale, complex consulting engagements that deliver enterprise-wide business transformation, measurable customer experience (CX) improvement, and AI-driven value realisation from NiCE solutions.

This Australia-based role combines strategic leadership with hands-on consulting delivery, ensuring customers achieve adoption at scale, operational excellence, and clear return on investment. The role plays a critical part in positioning NiCE as a strategic transformation partner, enabling end-to-end change across people, process, and technology with a strong focus on CX and AI-led innovation.

Given the regional context, this role also requires strong understanding and alignment with sovereign cloud, data residency, and regulatory requirements across Australia and APAC markets.

How will you make an impact?

Lead and manage VRS consulting teams, ensuring consistent, high-quality delivery aligned to NiCE VRS methodology
Own end-to-end consulting engagements across CX, AI, workforce optimisation, digital and transformation
Act as senior escalation point and lead resolution of complex delivery challenges
Translate strategic business objectives into actionable transformation roadmaps and delivery plans
Drive value realisation through clear definition and tracking of business outcomes and ROI
Design and implement change strategies across people, process, and technology
Establish strong governance, KPIs, and delivery cadence
Ensure alignment across the global VRS consulting practice, product, and customer priorities
Drive adoption and optimisation of NiCE solutions
Provide thought leadership and embed industry best practices
Support commercial growth and strengthen customer relationships

Sovereign Cloud & Regulatory Alignment

Ensure all solutions and consulting engagements align with sovereign cloud requirements, including data residency and security controls
Collaborate with customers to design compliant architectures within Australian and APAC regulatory frameworks
Provide guidance on risk, governance, and compliance in cloud-based CX and AI implementations
Align transformation strategies with public sector and regulated industry expectations

Stakeholder Engagement & Advisory

Act as trusted advisor to senior stakeholders, including C-suite
Lead strategic discussions and influence decision-making
Ensure stakeholder alignment and sponsorship
Operate effectively across matrixed teams

CX & AI-Led Value Focus

Drive CX transformation to improve customer journeys and satisfaction
Leverage AI, automation, and analytics to deliver performance improvements
Focus on measurable outcomes including efficiency, CX metrics, and automation adoption
Align CX, AI, and operational design into a cohesive strategy

Have you got what it takes?

7+ years experience in consulting, CX, or contact centre transformation
Proven track record delivering large-scale transformation programmes
Strong experience in CX transformation and business outcome delivery
Hands-on experience with AI, automation, and digital technologies
Experience working within sovereign cloud or regulated environments (preferred)
Strong stakeholder management, including executive-level engagement
Experience in change management and adoption at scale
Strong analytical, problem-solving, and communication skills
Ability to operate in global, matrixed environments

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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