Principal AI Consultant, Healthcare Services, AI COE

NICE

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. Principal AI Consultant, Healthcare Services, AI COE Role Summary NiCE is seeking a Principal AI Consultant to bring deep healthcare industry expertise into our AI Center of Excellence. This is a principal-level individual contributor role for a senior Healthcare Provider expert with significant experience in patient access, contact center operations, digital patient experience, CX transformation, and the practical application of AI in service organizations. This is not a technical AI engineering role. It is an industry SME role focused on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals. You will serve as a trusted advisor to internal teams and enterprise customers, bringing expert knowledge of healthcare provider operations, patient journeys, service workflows, automation opportunities, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of provider environments and identify where AI can improve access, service quality, workforce productivity, and patient experience.

Requirements

12+ years of experience in healthcare provider operations, patient access, contact center leadership, CX transformation, digital health servicing, consulting, or industry advisory
Deep expertise in one or more provider segments such as health systems, hospitals, ambulatory networks, physician groups, academic medical centers, or integrated delivery networks
Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within healthcare provider service or operations environments
Strong understanding of patient access, contact center, and service operations in provider environments
Strong knowledge of patient journeys, service processes, and common friction points across scheduling, referrals, authorizations, billing, and care navigation
Ability to connect business priorities to KPIs such as speed to answer, abandonment, schedule utilization, first contact resolution, containment, CSAT, staff productivity, and cost-to-serve
Strong executive communication, facilitation, and consulting skills
Proven ability to influence senior stakeholders and act as a trusted advisor
Willingness to travel as needed

Nice To Haves

Experience working with large enterprise healthcare provider organizations
Experience in patient access transformation, self-service, workflow redesign, or operational excellence
Familiarity with NiCE, Genesys, Five9, or similar platforms
Experience helping organizations evaluate, adopt, or optimize AI in service environments
Understanding of privacy, trust, and responsible AI considerations in healthcare environments

Responsibilities

Act as the Healthcare Provider SME
Serve as the primary Healthcare Provider subject matter expert within the AI Adoption COE
Bring deep understanding of provider operations, patient access, service workflows, and operating models into internal and customer-facing conversations
Help internal teams speak credibly to healthcare provider priorities, service challenges, and transformation opportunities
Advise on AI Use Cases, Journeys, and Value
Identify high-value opportunities for AI across provider service environments, including patient access, appointment scheduling, referral management, authorizations, billing inquiries, care navigation, nurse triage support, and digital self-service
Advise on where AI can automate workflows, augment staff, reduce friction, and improve patient experience
Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities
Help customers and internal teams understand practical considerations for AI adoption in highly sensitive and regulated patient environments
Support Strategic Customer and Internal Engagements
Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor
Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations
Help shape practical, high-impact AI narratives for healthcare provider customers
Raise Industry Readiness Across NiCE
Educate consultants, leaders, and cross-functional teams on provider trends, patient service models, AI opportunities, and operational realities
Contribute to industry playbooks, messaging, point of view content, and best practices
Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders