Manager, Business Consulting, Value Realization Services

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