Lead AI Business Consultant

About the role

The Lead AI Business Consultant is a pivotal role within the Customer Services Automation AI Center of Excellence. This position focuses on driving AI adoption and stabilization across a global enterprise customer base, ensuring solutions move beyond deployment into sustained, value-generating usage.

Responsibilities

• Support AI adoption and post-deployment stabilization for a global portfolio of enterprise customers.
• Execute adoption playbooks in partnership with regional consultants.
• Lead reinforcement activities that drive sustained usage, trust, and behavioural change.
• Provide hands-on optimization of AI outputs, including prompt engineering, knowledge alignment, and workflow tuning.
• Support Behavioural UAT by validating user acceptance, workflow fit, and AI trust indicators.
• Analyze AI usage patterns, contact center KPIs, and operational signals to surface optimization opportunities.
• Build adoption scorecards and insight summaries for leadership.
• Partner with regional consultants, delivery teams, and operations leaders to drive aligned execution.

Required skills

• CCaaS consulting
• CX operations
• AI-enabled self-service
• Contact center KPIs
• Conversational AI
• Agent assist
• Automation solutions
• Prompt engineering
• Generative AI
• Data analysis

Nice to have

• Enterprise customer support

Qualifications

• 10 plus years of experience in CCaaS consulting, CX operations, AI-enabled self-service, or related domains

About the Company

NICE Ltd. is a global software company used by over 25,000 businesses to deliver customer experiences, fight financial crime, and ensure public safety. Known as an innovation powerhouse in AI, cloud, and digital, the company employs over 8,500 people across 30+ countries.