NICE

Senior AI Adoption Consultant

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI solutionsprompt engineeringgenerative AIbehavioral UATdata analysiscontact center operationsautomation technologiesknowledge managementperformance metricscustomer engagement
Soft Skills
stakeholder managementconsultingcommunicationanalytical skillsleadershipinfluencepresentation skillscollaborationproblem-solvingadaptability