Director of AI Adoption & Enablement

NICE

88d

About The Position

The Director of AI Adoption & Enablement is a strategic and operational leader responsible for driving successful AI solution adoption across NiCE’s customer base. This role influences every stage of the customer journey - from presales strategy to long-term value realization - through insights, collaboration, and continuous improvement. This leader embodies extreme ownership - accountable for outcomes, proactive in problem-solving, and focused on customer success. They simplify complexity, remove barriers, and create clarity for their team and the organization. Leading a growing team the Director scales impact through efficiency, innovation, and ethical AI practices. They serve as the executive face of AI adoption, engaging with customer executives, internal stakeholders, and autonomous AI systems to ensure trust, transparency, and success.

Requirements

• Bachelor’s degree in Computer Science, Data Science, Engineering, Business, or a related field.
• 20+ years of experience in customer success, contact centers, or B2B technology.
• 0+ years of experience leading large, high-performance teams.
• Proven success managing relationships with Fortune 500 brands.
• AI solutions delivery and adoption experience.
• Strong understanding of customer success or business consulting and services KPIs, with a track record of driving measurable improvements.
• Ability to communicate complex software concepts to enterprise-level executives.

Nice To Haves

• Master’s degree or MBA preferred, especially with a focus on AI, analytics, or technology management.
• AI/ML certifications (e.g., from Coursera, edX, AWS, Google Cloud, Microsoft Azure).
• Change Management (e.g., Prosci).
• Agile/Scrum certifications.
• Data & AI Ethics certifications.

Responsibilities

• Scale adoption through AI tools, automation, and inventive practices.
• Drive interaction and consumption-based revenue from AI solutions.
• Own and evolve the enterprise AI adoption roadmap aligned with business goals.
• Design scalable processes and frameworks for AI adoption across customer segments.
• Lead integration of autonomous AI agents into workflows, ensuring alignment with human teams.
• Engage directly with customer executives in presales and post-sale scenarios.
• Transform Day 2+ learnings into best practices for future delivery.
• Influence delivery teams by integrating post-deployment insights into upfront design.
• Lead escalations and ensure alignment across internal and external stakeholders.
• Develop internal AI enablement programs to upskill cross-functional teams.
• Simplify processes and remove barriers to accelerate success.
• Resolve critical customer issues with urgency and precision.
• Collaborate with Product, Sales, and AI leadership on roadmap and strategy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees