[Remote] Business Consultant, Change Management

Note: The job is a remote job and is open to candidates in USA. NiCE is a premier provider of contact center technologies seeking a Senior Change Management Consultant to advise customers on change management plans and activities. The role involves guiding customers through the adoption of new contact center applications and AI-enabled capabilities, while collaborating closely with consulting teammates. 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 Skills • 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 • Domain familiarity preferred in one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management Company Overview • NiCE is transforming the world with AI that puts people first. It was founded in 1986, and is headquartered in Ra'anana, HaMerkaz, ISR, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship • NiCE has a track record of offering H1B sponsorships, with 5 in 2025, 14 in 2024, 8 in 2023, 8 in 2022, 11 in 2021, 10 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job