Manager, Business Consulting, AI

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.Role Summary  NICE is seeking a Manager, AI Adoption COE to 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.    What You Will Own  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    Key Responsibilities  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  Required Qualifications  8+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization  3+ 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    Preferred Qualifications  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, BPO, or large-scale service operations  Change management training or certification  Familiarity with generative AI and enterprise AI use cases    What Makes Someone Successful in This Role  Strong people leader who raises the performance of the team  Structured operator who turns ambiguity into action  Commercially minded and focused on outcomes, not activity  Credible with executives and practical with frontline teams  Able to connect AI adoption to workflow change, KPI improvement, and business value  Excellent communication skills  Extreme ownership mindset   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. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color,