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.
Role Summary
NICE is seeking a Manager, AI Adoption COE to lead a team responsible for driving measurable adoption, consumption, and business value across our AI customer base.
This is a people leadership role focused on ensuring customers achieve sustained usage and operational impact from AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI. You will lead a team of consultants, partner cross-functionally across Customer Success, Product, Delivery, Sales, and Engineering, and help build the repeatable motions required to scale AI adoption globally.
This role is not focused on feature enablement alone. It is focused on business outcomes, workflow integration, value realization, and adoption at scale.
What You Will Own
Lead and develop a team of AI Adoption Consultants
Drive adoption and consumption outcomes across a portfolio of enterprise AI customers
Build and improve repeatable adoption playbooks, scorecards, and operating rhythms
Partner with internal teams to remove blockers and accelerate customer time-to-value
Translate AI usage into business value, operational KPI improvement, and executive-ready narratives
Key Responsibilities
Team Leadership
Manage, coach, and develop a team of AI Adoption Consultants
Set clear expectations, inspect quality of work, and drive a high-performance culture
Support hiring, onboarding, capability building, and talent development
Ensure team execution is aligned to customer outcomes and business priorities
AI Adoption & Value Realization
Lead adoption strategy across a portfolio of enterprise AI customers
Ensure customers achieve sustained usage targets and measurable business impact
Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans
Oversee adoption scorecards, account reviews, and executive-ready action plans
Reduce time-to-value and improve adoption consistency across the portfolio
Workflow & Operational Transformation
Guide teams in embedding AI into contact center workflows, agent routines, and customer journeys
Help customers redesign processes to improve containment, reduce manual effort, and increase productivity
Ensure AI solutions are operationalized, not just deployed
Cross-Functional Leadership
Partner with Customer Success, Product, Engineering, Delivery, Sales, Education, and Support teams to accelerate adoption outcomes
Escalate systemic blockers and influence action across internal stakeholders
Bring customer insights and Day 2+ feedback into product and process improvement discussions
Business Value Storytelling
Connect AI adoption to contact center KPIs and business outcomes
Help customers and internal stakeholders understand the operational and financial impact of AI
Support executive business reviews with clear, data-driven insights and recommendations
Success Measures
Success in this role will be measured by:
Sustained AI usage growth across assigned customer portfolio
Achievement of adoption targets within six months of go-live
Reduction in time-to-value
Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity
Quality and consistency of team execution
Customer satisfaction, executive confidence, and referenceability
Required Qualifications
8+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization
3+ years of experience leading direct reports in a customer-facing or consulting environment
Strong experience working with enterprise customers in complex, matrixed environments
Proven success driving measurable business outcomes and KPI improvement
Strong understanding of contact center operations and key service metrics, including: AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity
Experience leading cross-functional initiatives involving AI, automation, workflow redesign, or conversational AI
Strong executive communication, coaching, and stakeholder management skills
Strong analytical and problem-solving ability with a bias for action
Preferred Qualifications
Experience with NICE, Genesys, Five9, or other CCaaS platforms
Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia
Experience in SaaS, CCaaS, BPO, or large-scale service operations
Change management training or certification
Familiarity with generative AI and enterprise AI use cases
What Makes Someone Successful in This Role
Strong people leader who raises the performance of the team
Structured operator who turns ambiguity into action
Commercially minded and focused on outcomes, not activity
Credible with executives and practical with frontline teams
Able to connect AI adoption to workflow change, KPI improvement, and business value
Excellent communication skills
Extreme ownership mindset
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.
