Manager , Business Consulting (AI, CCaaS)

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.

What's the Role All About?

The Manager, Business Consulting (AI Adoption ), is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position will lead a team responsible for driving measurable adoption, consumption, and business value across our AI customer base.

This is a people leadership role focused on ensuring customers achieve sustained usage and operational impact from AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI. You will lead a team of consultants, partner cross-functionally across Customer Success, Product, Delivery, Sales, and Engineering, and help build the repeatable motions required to scale AI adoption globally.

This role is not focused on feature enablement alone. It is focused on business outcomes, workflow integration, value realization, and adoption at scale.

How Will You Make an Impact?

As the Manager,Business Consultant, you will

Lead and develop a team of AI Adoption Consultants

Drive adoption and consumption outcomes across a portfolio of enterprise AI customers

Build and improve repeatable adoption playbooks, scorecards, and operating rhythms

Partner with internal teams to remove blockers and accelerate customer time-to-value

Translate AI usage into business value, operational KPI improvement, and executive-ready narratives

Team Leadership

Manage, coach, and develop a team of AI Adoption Consultants

Set clear expectations, inspect quality of work, and drive a high-performance culture

Support hiring, onboarding, capability building, and talent development

Ensure team execution is aligned to customer outcomes and business priorities

AI Adoption & Value Realization

Lead adoption strategy across a portfolio of enterprise AI customers

Ensure customers achieve sustained usage targets and measurable business impact

Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans

Oversee adoption scorecards, account reviews, and executive-ready action plans

Reduce time-to-value and improve adoption consistency across the portfolio

Workflow & Operational Transformation

Guide teams in embedding AI into contact center workflows, agent routines, and customer journeys

Help customers redesign processes to improve containment, reduce manual effort, and increase productivity

Ensure AI solutions are operationalized, not just deployed

Cross-Functional Leadership

Partner with Customer Success, Product, Engineering, Delivery, Sales, Education, and Support teams to accelerate adoption outcomes

Escalate systemic blockers and influence action across internal stakeholders

Bring customer insights and Day 2+ feedback into product and process improvement discussions

Business Value Storytelling

Connect AI adoption to contact center KPIs and business outcomes

Help customers and internal stakeholders understand the operational and financial impact of AI

Support executive business reviews with clear, data-driven insights and recommendations.

Success Measures

Success in this role will be measured by:

Sustained AI usage growth across assigned customer portfolio

Achievement of adoption targets within six months of go-live

Reduction in time-to-value

Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity

Quality and consistency of team execution

Customer satisfaction, executive confidence, and referenceability

Have You Got What It Takes?

18+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization

4+ years of experience leading direct reports in a customer-facing or consulting environment

Strong experience working with enterprise customers in complex, matrixed environments

Proven success driving measurable business outcomes and KPI improvement

Strong understanding of contact center operations and key service metrics, including: AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity

Experience leading cross-functional initiatives involving AI, automation, workflow redesign, or conversational AI

Strong executive communication, coaching, and stakeholder management skills

Strong analytical and problem-solving ability with a bias for action

You Will Have an Advantage If You Also Have:

Experience with NICE, Genesys, Five9, or other CCaaS platforms

Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia

Experience in SaaS, CCaaS, or large-scale service operations

Change management training or certification

Familiarity with generative AI and enterprise AI use cases

What’s in it for you?

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!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID - 10422

Reporting Into: Director , Professional Services

Role Type: People Management

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.