Director, Business Consulting, VRS, CX

About this role

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.

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, specifically Quality, (Interaction / Speech / Text) Analytics and AI-driven capabilities. This role oversees a team of business consultants and application 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 strategies, ensuring AI, Analytics, Coaching and Quality work together to deliver meaningful outcomes.

Core Pillars of Responsibility for this role

• Strategic Consulting & Advisory Services – Managing consultants who are responsible for delivering business consulting to help customers optimize the use of their NICE solutions (quality, Interaction/Text/Speech Analytics and related solutions) and achieve business outcomes.

• Domain-Specific Business Consulting – Managing consultants who lead initiatives for Interaction/Speech/Text Analytics, Quality and Feedback Management to maximize efficiency and CX impact.

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

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

Key Responsibilities

• Lead and grow 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.

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