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Manager, Business Consulting, AI

13 hours, 35 minutes ago
United States
Full-time
Lead
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Generative AI
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 91

Description

  • 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.
  • 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.
  • Lead adoption strategy across a portfolio of enterprise AI customers.
  • Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans.
  • Oversee adoption scorecards, account reviews, and executive-ready action plans.
  • 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.
  • 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.
  • 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.

Requirements

  • 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, and 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.
  • Experience with NICE, Genesys, Five9, or other CCaaS platforms (preferred).
  • Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia (preferred).
  • Experience in SaaS, CCaaS, BPO, or large-scale service operations (preferred).
  • Change management training or certification (preferred).
  • Familiarity with generative AI and enterprise AI use cases (preferred).

Benefits

  • NICE offers the opportunity to work for a global company serving 25,000+ businesses, including 85 Fortune 100 corporations.
  • NICE operates across 30+ countries with more than 8,500 employees.
  • The company is recognized for work in AI, cloud, and digital.
  • NICE is an equal opportunity employer.

Interested in this position?

Apply directly on the company website

Apply Now

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