Lead AI Business Consultant @NICE Ltd.

Overview

The Lead AI Business Consultant is a pivotal role within the Customer Services Automation AI Center of Excellence at NiCE. This role focuses on ensuring AI solutions transition from deployment to trusted, sustainable usage across a global enterprise customer base.

Key Responsibilities

• Drive AI adoption and post-deployment stabilization for enterprise customers.
• Execute adoption playbooks in partnership with regional consultants in Australia and NZ.
• Lead reinforcement activities to ensure sustained usage, trust, and behavioral change.
• Optimize AI performance through hands-on management, including prompt engineering and workflow tuning.
• Support Behavioral UAT by validating user acceptance and workflow fit.
• Analyze AI usage patterns and contact center KPIs to identify optimization opportunities.
• Build adoption scorecards and insight summaries for internal leadership.
• Partner closely with regional consultants and operations leaders to drive execution.
• Lead remote working sessions and surface recurring adoption challenges.

Requirements

• 10+ years of experience in CCaaS consulting, CX operations, or AI-enabled self-service.
• Strong understanding of contact center KPIs and workflows.
• Hands-on experience with conversational AI and automation solutions.
• Practical experience with prompt engineering for generative AI performance.
• Strong analytical skills and comfort with large datasets.
• Ability to work effectively across time zones with global stakeholders.
• Excellent verbal, written communication, and presentation skills.

Benefits

Joining NiCE offers global exposure across enterprise customers and opportunities for professional growth within a collaborative and innovative environment. The company promotes a NiCE-FLEX hybrid work model allowing for 2 office days and 3 remote days per week.

Location

Australia - Remote with a hybrid model.

How to Apply

Interested candidates should apply through the NiCE careers page.

Deadline

No deadline mentioned.