Lead Business Consultant, Value Realization Services, Canberra

Manager, Business Consulting, Value Realization Services Australia

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

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

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)

Experience in change management and adoption at scale

Strong analytical, problem‑solving, and communication skills

Ability to operate in global, matrixed environments

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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