About The Position
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. Role Summary NICE is seeking a Manager, AI Adoption COE to 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.
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
Nice To Haves
- 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, BPO, or large-scale service operations
- Change management training or certification
- Familiarity with generative AI and enterprise AI use cases
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
