Manager , Business Consulting (AI, CCaaS)

The Manager, Business Consulting (AI Adoption) is a leadership role within NiCE's Customer Services Automation AI Center of Excellence, leading a team responsible for driving measurable adoption, consumption, and business value across the 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.

How You Will Make an Impact

• Lead and develop a team of AI Adoption Consultants

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

• Build repeatable adoption playbooks, scorecards, and operating rhythms

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

• Translate AI usage into business value and operational KPI improvement

Key Responsibilities

• Manage, coach, and develop the team; set expectations and drive a high-performance culture

• Lead adoption strategy ensuring customers hit usage targets and measurable impact

• Guide teams in embedding AI into contact center workflows and customer journeys

• Partner cross-functionally with Customer Success, Product, Engineering, Delivery, and Sales

• Connect AI adoption to contact center KPIs and support executive business reviews

Requirements

• 18+ years in contact center, CCaaS, customer success, professional services, or AI adoption

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

• Strong understanding of contact center operations and metrics (AHT, ACW, FCR, Containment)

• Experience leading initiatives involving AI, automation, workflow redesign, or conversational AI

• Advantage: experience with NICE, Genesys, Five9, Cognigy, Amelia, or Omilia