Job description
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.
Job Summary
The Director of AI Adoption & Enablement is a strategic and operational leader responsible for driving successful AI solution adoption across NiCE’s customer base. This role influences every stage of the customer journey - from presales strategy to long-term value realization - through insights, collaboration, and continuous improvement.
This leader embodies extreme ownership - accountable for outcomes, proactive in problem-solving, and focused on customer success. They simplify complexity, remove barriers, and create clarity for their team and the organization. Leading a growing team the Director scales impact through efficiency, innovation, and ethical AI practices. They serve as the executive face of AI adoption, engaging with customer executives, internal stakeholders, and autonomous AI systems to ensure trust, transparency, and success.
Key Responsibilities
- Scale adoption through AI tools, automation, and inventive practices.
- Drive interaction and consumption-based revenue from AI solutions.
- Own and evolve the enterprise AI adoption roadmap aligned with business goals.
- Design scalable processes and frameworks for AI adoption across customer segments.
- Lead integration of autonomous AI agents into workflows, ensuring alignment with human teams.
- Engage directly with customer executives in presales and post-sale scenarios.
- Transform Day 2+ learnings into best practices for future delivery.
- Influence delivery teams by integrating post-deployment insights into upfront design.
- Lead escalations and ensure alignment across internal and external stakeholders.
- Develop internal AI enablement programs to upskill cross-functional teams.
- Simplify processes and remove barriers to accelerate success.
- Resolve critical customer issues with urgency and precision.
- Collaborate with Product, Sales, and AI leadership on roadmap and strategy.
Success Metrics
- AI Solution Consumption Growth
- Net Promoter Score (NPS) of AI Solutions
- Customer Referenceability
- AI-Driven Revenue Contribution
- Operational Efficiency Gains
- Time-to-Value for AI Deployments
- Internal AI Fluency & Enablement Adoption
Qualifications and Skills
Education
- Bachelor’s degree in Computer Science, Data Science, Engineering, Business, or a related field.
- Master’s degree or MBA preferred, especially with a focus on AI, analytics, or technology management.
Certifications (Optional but Valuable)
- AI/ML certifications (e.g., from Coursera, edX, AWS, Google Cloud, Microsoft Azure).
- Change Management (e.g., Prosci).
- Agile/Scrum certifications.
- Data & AI Ethics certifications.
Qualifications
- 20+ years of experience in customer success, contact centers, or B2B technology.
- 0+ years of experience leading large, high-performance teams.
- Proven success managing relationships with Fortune 500 brands.
- AI solutions delivery and adoption experience.
- Strong understanding of customer success or business consulting and services KPIs, with a track record of driving measurable improvements.
- Ability to communicate complex software concepts to enterprise-level executives.
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.
