Senior AI Business Consultant, CX @NICE Ltd.

Overview

The Senior AI Business Consultant is a pivotal role within the Customer Services Automation AI Center of Excellence at NiCE. This position focuses on driving AI adoption across the global enterprise customer base, ensuring solutions are sustained and generate value.

Key Responsibilities

• Support AI adoption and post-deployment stabilization for a global portfolio of enterprise customers.
• Execute adoption playbooks in partnership with regional consultants across Australia and NZ.
• Lead activities to drive sustained usage and behavioral change.
• Optimize AI outputs through prompt engineering and workflow tuning.
• Analyze AI usage patterns and contact center KPIs to identify optimization opportunities.
• Partner closely with consultants and operations leaders to ensure aligned execution.
• Conduct remote working sessions to reinforce best practices and gather feedback.

Requirements

• 6-10 years of experience in CCaaS consulting, CX operations, or related domains.
• Strong understanding of contact center KPIs and operational workflows.
• Hands-on experience with conversational AI and automation solutions.
• Practical experience in prompt engineering to enhance AI performance.
• Strong analytical skills with the ability to interpret large datasets.
• Excellent verbal and written communication skills.

Benefits

NiCE offers a hybrid working model with flexibility to work 2 days from the office and 3 days remotely. There are opportunities for career growth within a fast-paced, collaborative global company.

Location

Australia - Remote work with attendance expected in the office some days.

How to Apply

Please submit your application through the provided application link.

Deadline

No specific deadline stated.