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.
The Senior AI Adoption Consultant plays a critical role in driving sustained usage, stabilization, and value realization of NICE AI solutions after deployment. This role is designed for experienced, client-facing consultants who thrive in complex delivery environments and are motivated by measurable outcomes, not just implementation milestones.
You will operate at the intersection of AI, contact center operations, and behavior change, working directly with enterprise customers to turn AI capabilities into durable business impact.
Key Responsibilities
Drive AI Adoption and Stabilization
- Lead AI adoption and stabilization efforts for enterprise customer accounts following deployment of NICE AI solutions.
- Apply defined adoption standards and best practices to drive sustained usage, trust, and operational consistency.
- Identify and address adoption gaps within approved scope to accelerate time-to-value.
Partner with Customers on Real Operations
- Consult with customers to understand current business processes, technical environments, and operational workflows.
- Partner with operations leaders, supervisors, and enablement teams to embed AI into daily decision-making.
- Conduct Behavioral UAT to validate real-world usability, acceptance, and trust of AI solutions.
Optimize AI Performance
- Provide hands-on optimization of AI solutions, including prompt engineering and configuration refinement for generative AI use cases.
- Support knowledge alignment and workflow tuning to improve AI output quality and consistency.
- Translate business needs into actionable AI configuration and adoption actions.
Lead and Influence Without Authority
- Own and manage senior stakeholder relationships, ensuring engagement, alignment, and sponsorship.
- Act as the consulting engagement quarterback, coordinating with application, data, delivery, and partner teams.
- Secure buy-in across internal and external stakeholders through clarity, credibility, and results.
Translate Insights into Outcomes
- Analyze customer data, AI usage, and operational metrics to identify improvement opportunities.
- Establish and monitor progress toward defined business success criteria.
- Translate adoption progress and insights into clear, executive-ready recommendations.
- Surface recurring adoption challenges and structured feedback to internal product and delivery teams.
What Makes This Role Compelling
- Direct exposure to cutting-edge AI in real enterprise contact center environments
- Ownership of adoption outcomes, not just activities or deliverables
- Regular interaction with senior customer leaders
- Opportunity to shape how AI adoption is executed globally at NICE
- Clear path toward principal-level consulting or broader AI leadership roles
Required Experience
- Minimum of 5 years of experience in AI, self-service, CX, or enterprise software consulting roles
- Strong understanding of contact center operations, KPIs, and performance drivers
- Hands-on experience with conversational AI, agent assist, summarization, or automation technologies
- Practical experience using prompt engineering to optimize generative AI outputs for business use
- Experience with contact center enterprise platforms, including IVR, routing, or ACD technologies
- Knowledge management expertise
- Proven ability to independently lead complex customer engagements and influence senior stakeholders
- Demonstrated success leading project teams and delivering measurable operational improvements
- Strong analytical, communication, and presentation skills
- Willingness to travel as needed
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.
