Business Consultant - Change Management

So, what’s the role all about?

We are the premier provider of contact center technologies with a proven consulting methodology that delivers measurable value realization. We’re seeking a Change Management Consultant to advise customers with enterprise software in a contact center environment on the creation of their change management plans, activities, and materials to drive adoption of new contact center applications, process optimizations, and ways of working.

In this role, you will serve as an expert advisor and facilitator—helping the customer’s change management lead pave the way for their leaders, operational teams, contact center agents, and supervisors to understand and buy into what is changing and how to successfully adopt new ways of working.

You’ll provide structured guidance, templates, examples, and coaching directly to the customer team and your consulting teammates to convert their technology and operational plans into real workplace practices. This role also supports customer adoption of AI-enabled contact center capabilities, helping leaders and frontline teams understand, trust, and effectively integrate AI into their daily work.

You’ll partner closely with the Lead Business Consultant (BC)—who is responsible for the overall engagement including an Operational Assessment, Transformation Roadmap of people, process, and technology recommendations, solution implementation, and post–Go Live measurement. You’ll also collaborate with an Application Consultant responsible for functional design and configuration and role-based walkthroughs.

How will you make an impact?

• 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. 

Have you got what it takes?

Required Experience & Capabilities

• 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.

What’s in it for you?

Join an ever-growing, market-disrupting global company where teams—comprised of the best of the best—work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is an opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations.