Manager , Business Consulting (AI, CCaaS)
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.
What's the Role All About?
The Manager, Business Consulting (AI Adoption ), is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position will 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.
How Will You Make an Impact?
As the Manager,Business Consultant, you will
- 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
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
Have You Got What It Takes?
- 18+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization
- 4+ 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
You Will Have an Advantage If You Also Have:
- 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, or large-scale service operations
- Change management training or certification
- Familiarity with generative AI and enterprise AI use cases
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID - 10422
Reporting Into: Director , Professional Services
Role Type: People Management
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.