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.
About the Role
As a Quality & Analytics Application Consultant, you will serve as the product expert for NiCE’s Quality and Analytics solutions, helping clients unlock measurable value from their customer interaction data. You’ll combine deep product knowledge with consulting expertise to drive adoption, uncover insights, and guide clients toward continuous improvement and operational excellence.
Key Responsibilities
- Be the Product Expert: Develop deep expertise in NiCE Quality and Analytics applications to support implementation, optimization, and ongoing client success.
- Drive Client Adoption and Value Realization: Lead clients from initial deployment to full adoption by demonstrating value, ensuring confidence in data integrity, and sharing relevant case studies and success stories.
- Provide Subject Matter Expertise: Advise clients on best practices in Quality Management, Analytics, and Customer Experience optimization.
- Champion AI-Driven Innovation: Actively explore and pilot new AI features, models, and automation tools within the NiCE ecosystem (such as intent validation and automated insights) to help clients accelerate value realization and reduce cost-to-serve.
- Drive AI Model Optimization: Guide clients through the transition from manual processes to AI-driven analytics, ensuring model accuracy, data integrity, and strategic alignment with business objectives.
- Collaborate Cross-Functionally: Work closely with Product, Services, and Customer Success teams to align roadmap, feedback, and value delivery strategies.
- Enable Self-Sufficiency: Empower clients through training, data literacy, and enablement sessions to sustain long-term success with NiCE solutions.
Qualifications
- 5+ years of experience in consulting, customer success or analytics and quality management
- Experience in contact center operations and performance drivers
- Strong analytical, communication, presentation and storytelling skills with the ability to translate complex data into actionable insights
- Proven track record managing analytic and quality initiatives from concept to execution, balancing multiple projects and priorities independently
- Skilled in facilitating consultative solution sessions, discovery workshops, and solution design with stakeholders ranging from end users to executives
- Familiarity with speech or text analytics and quality management platforms; experience with NICE IA (formerly Nexidia IA), Quality Central, or CXOne preferred
- A strong interest in the evolving AI landscape, with practical experience or a keen desire to learn how AI-driven automation and predictive analytics can optimize contact center performance (e.g., reducing AHT, improving first-contact resolution).
- Self-driven collaborator with a strong sense of ownership and urgency
- Demonstrated curiosity to adopt and test emerging technologies and a proactive mindset toward leveraging AI tools to uncover hidden operational efficiencies for clients.
- Working knowledge of databases and SQL is an asset
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Why NiCE
Join a collaborative, high-impact team dedicated to helping clients transform customer data into meaningful business value. You’ll have the opportunity to shape client outcomes, influence product innovation, and drive measurable impact across industries.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
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.
Similar Jobs
What you need to know about the Chicago Tech Scene
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
