Lead AI Business Consultant

In this role you drive AI adoption and value realization for global enterprise customers within NiCE's AI Center of Excellence. You own adoption success across regions, working with cross-functional teams to move AI deployments into sustained, trust-based usage. You combine AI, contact center operations, and measurable outcomes to shape outcomes and continuous improvement. The position offers global exposure, high visibility, and a clear path to senior AI-focused roles, within a fast-paced, innovation-driven culture.

• NiCE-FLEX hybrid model (2 days in office, 3 days remote)
• global exposure to enterprise customers
• high-visibility within AI Center of Excellence
• career opportunities across roles and locations
• creative, fast-paced, collaborative environment

• Drive AI adoption and post-deployment stabilization for a global portfolio of enterprise customers
• Lead adoption playbooks with regional consultants across Australia and NZ
• Lead reinforcement activities to sustain usage, trust, and behavioral change
• Hands-on optimization of AI outputs (prompt engineering, knowledge alignment, workflow tuning)
• Support Behavioral UAT to validate user acceptance, workflow fit, and AI trust indicators
• Analyze usage and KPIs to surface optimization opportunities
• Build adoption scorecards and insight summaries for customer-facing teams and leadership
• Translate data into recommendations to improve efficiency, quality, and AI ROI
• Partner with regional consultants, delivery teams, and operations leaders to drive aligned execution
• Lead remote sessions with supervisors and operations teams to reinforce best practices

• 10 plus years of experience in CCaaS consulting, CX operations, AI-enabled self-service, or related domains
• Strong understanding of contact center KPIs and operational workflows
• Hands-on experience with conversational AI, agent assist, summarization, or automation solutions
• Practical experience using prompt engineering to improve generative AI performance
• Strong analytical skills with comfort interpreting trends across large datasets
• Ability to work effectively across time zones with global stakeholders
• Experience supporting enterprise or global customers is strongly preferred
• Excellent verbal, written communication, and presentation skills

• strong communication
• collaborative
• influencing without authority
• conversational AI
• agent assist
• summarization