AI Transformation Strategist

Role Overview

• A NiCE AI Transformation Strategist sits at the intersection of enterprise strategy and hands-on AI agent delivery
• Engage primarily at the VP and Director level — with CX, Operations, Technology, and Digital leaders — to define transformation priorities and drive execution
• Maintain the executive fluency to contribute credibly in C-suite conversations when required
• Move fluidly between strategic advisory and agent development, combining structured problem-solving, conversational design, and customer insight to drive transformation
• Partner with VP and Director-level leaders across CX, Operations, and Technology to define and execute AI-first transformation programs while directly building agentic experiences
• Leverage NiCE's full platform to automate service, augment the workforce, and deliver intelligent experiences at enterprise scale

Requirements

• 5 to 10+ years in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at VP and Director level across CX, Operations, and Technology functions
• Demonstrated experience scoping, building, and shipping AI or conversational AI products, ideally in an agent development or product strategy capacity
• Demonstrable experience shaping AI or digital transformation programs at a senior program level, including building business cases that secure sponsorship and budget commitment
• Strong technical fluency: comfortable partnering with engineers and PMs on product architecture, conversational design, and agent development tradeoffs
• Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture
• Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context
• Outstanding verbal and written communication skills with the ability to convey complex technical information to non-technical stakeholders and drive projects forward with clarity
• Strong analytical and structured problem-solving skills to identify risks, develop mitigation strategies, and handle unexpected challenges across customer relationships and products
• Proficiency in change management frameworks (Prosci, ADKAR, or equivalent) and the ability to operationalize them at enterprise scale
• Comfortable balancing strategic thinking with hands-on execution support in fast-moving, high-expectation environment
• Degree in Computer Science, Engineering, Mathematics, or a related technical field; MBA or comparable experience at the intersection of technology and operations is a strong plus
• Experience at a leading strategy or transformation consulting firm, or equivalent in-house enterprise transformation experience
• Hands-on experience with NiCE CXone, NiCE Actimize, or comparable enterprise CCaaS/WEM platforms
• Working knowledge of agentic AI architectures, large language model deployment, conversational AI, NLU, and real-time guidance technologies
• Certification in change management (Prosci CCP), project management (PMP / PRINCE2), or cloud architecture
• Prior experience as a practitioner inside a contact center, CX operations, or digital transformation function, not solely in an advisory capacity

Tech Stack

• Cloud
• PMP

Benefits

• Join an ever-growing, market disrupting, global company
• Opportunity to work in a fast-paced, collaborative, and creative environment
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations