Principal AI Consultant, Insurance 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, Insurance Services, AI COE Role Summary NiCE is seeking a Principal AI Consultant to bring deep insurance industry expertise into our AI Center of Excellence. This is a principal-level individual contributor role for a senior Insurance industry expert with significant experience in customer operations, contact center environments, digital servicing, 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 insurance operations, policyholder 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 insurance service environments and identify where AI can improve operational efficiency, service quality, employee productivity, and policyholder experience.

Requirements

12+ years of experience in insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory
Deep expertise in one or more insurance sectors such as property and casualty (P&C), life insurance, health insurance, or insurtech
Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within insurance service or operations environments
Strong understanding of customer service and contact center operations in insurance organizations
Strong knowledge of policyholder journeys and service processes across claims, policy servicing, billing, underwriting support, and FNOL
Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, claims cycle efficiency, 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 insurance organizations
Experience in contact center 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 regulatory and responsible AI considerations within insurance operations

Responsibilities

Act as the Insurance Industry SME
Serve as the primary Insurance Services subject matter expert within the AI Adoption COE
Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations
Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities
Advise on AI Use Cases, Journeys, and Value
Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service
Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder 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 regulated and trust-sensitive 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 insurance customers
Raise Industry Readiness Across NiCE
Educate consultants, leaders, and cross-functional teams on insurance trends, customer 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