Transformation Consultant

NICE

9h

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.
So, what’s the role all about?
A NiCE Transformation Consultant will engage directly with C-suite and senior leadership teams at client organizations to define and lead enterprise-wide AI and agentic transformation programs. You will work across multiple domains, functions, and industry verticals, moving fluidly between strategy and execution: diagnosing issues, framing decisions, aligning stakeholders, and driving ideas through to measurable outcomes. This is not a narrowly specialized role. You are expected to be broad, adaptable, and able to engage across a wide range of transformation topics with strong judgment and genuine executive readiness.

Requirements

• 5+ years of experience in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at C-suite level
• Demonstrable experience shaping AI or digital transformation programs at the executive level, including building business cases that secure senior sponsorship and budget commitment
• Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture
• Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context
• Strong analytical and structured problem-solving skills, with the ability to break down complex issues into clear, actionable recommendations
• Strong executive communication and presentation skills, including the ability to develop compelling materials for board and C-suite audiences
• Ability to work across multiple functions, industries, and business environments with speed and credibility
• Proficiency in change management frameworks (Prosci, ADKAR, or equivalent) and the ability to operationalize them at enterprise scale
• Comfortable balancing strategic thinking with hands-on execution support in fast-moving, high-expectation environments

Nice To Haves

• Bachelor's degree or advanced degree in a relevant discipline (MBA or equivalent preferred)
• Experience at a leading strategy or transformation consulting firm, or equivalent in-house enterprise transformation experience
• Hands-on experience with NiCE CXone, NiCE Actimize, or comparable enterprise CCaaS/WEM platforms
• Working knowledge of agentic AI architectures, large language model deployment, conversational AI, NLU, and real-time guidance technologies
• Certification in change management (Prosci CCP), project management (PMP / PRINCE2), or cloud architecture
• Prior experience as a practitioner inside a contact center, CX operations, or digital transformation function, not solely in an advisory capacity

Responsibilities

• Engage at C-level to build executive conviction around AI-led and agentic transformation as a strategic imperative, not a technology project
• Define enterprise-wide AI transformation roadmaps that connect agentic automation strategy to board-level outcomes including revenue growth, cost efficiency, and competitive differentiation
• Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that senior leaders can act on
• Assess how AI, automation, and agentic capabilities can reshape organizational processes, service models, decisioning, and customer engagement across each client's specific context
• Architect the shift from traditional interaction management to fully orchestrated, AI-agentic workflows spanning front and back office
• Lead cloud migration strategy from on-premises contact center environments to NiCE CXone, mapping routing logic, agent states, reporting, and terminology
• Design and execute change management programs focused on people, process, technology, and organizational structure at enterprise scale
• Develop business cases, transformation roadmaps, and executive-level materials that support high-stakes decision-making
• Facilitate executive alignment workshops, stakeholder interviews, and leadership discussions to gather input, challenge assumptions, and drive alignment
• Translate strategic goals into execution plans with clear milestones, owners, dependencies, and success metrics
• Identify risks, interdependencies, and barriers to execution and recommend actions to improve delivery and adoption
• Contribute to NiCE's consulting IP, executive briefing materials, AI transformation playbooks, and vertical-specific accelerators

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees