Senior AI Adoption Consultant

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. The Senior AI Adoption Consultant plays a critical role in driving sustained usage, stabilization, and value realization of NICE AI solutions after deployment. This role is designed for experienced, client-facing consultants who thrive in complex delivery environments and are motivated by measurable outcomes, not just implementation milestones. You will operate at the intersection of AI, contact center operations, and behavior change, working directly with enterprise customers to turn AI capabilities into durable business impact.

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

Responsibilities

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.