Key skills
AIStakeholder ManagementCommunicationCustomer Success
About this role
Role Overview
- 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
Requirements
- 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.
Benefits
- 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.