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Business Consultant, Change Management, VRS

13 hours, 54 minutes ago
United States
Full-time
Senior
Consultant
Operations
CRM
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 91

Description

  • Assess the nature of change, adoption risks, and impacts at key engagement milestones and advise on the overall change management approach.
  • Conduct interactive workshops to build customer understanding of change management fundamentals and gain buy-in.
  • Guide customers in developing a PROSCI-aligned change management plan covering stakeholder engagement, communications, enablement, reinforcement, and adoption metrics.
  • Advise the Lead Business Consultant and other teammates on informal change management tactics throughout the engagement.
  • Help customers adopt new technology, behaviors, processes, and governance practices as part of day-to-day work.
  • Advise customers on change impacts and adoption strategies for AI-enabled contact center capabilities such as agent assist, automation, and analytics.
  • Work with sponsors and leaders to build buy-in, support learning curves, and address resistance.
  • Support leaders in navigating trust, transparency, and workforce adoption concerns as AI becomes embedded in operations.
  • Align change management plans and materials with engagement milestones and success criteria defined by the Lead Business Consultant.
  • Create sample messaging, job aids, checklists, and other template materials for customer customization.

Requirements

  • PROSCI certification is required.
  • 5+ years of experience leading change management for large technology implementations and organizational shifts.
  • Experience working in a contact center environment.
  • Experience with enterprise software change management.
  • 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 in one or more of the following areas is preferred: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, or Performance Management.
  • Strong executive presence and ability to persuade C-level management.
  • 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.

Benefits

  • Opportunity to join a fast-growing, global market leader in a fast-paced, collaborative, and creative environment.
  • Career growth across multiple roles, disciplines, domains, and locations.
  • Work for a company recognized for leadership in AI, cloud, and digital.
  • Join a company with a large global customer base, including 85 of the Fortune 100.
  • Equal opportunity employer status with consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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