Job Overview
Location
India - Pune
Job Type
Full-time
Category
HR & Recruiting
Date Posted
May 6, 2026
Full Job Description
đź“‹ Description
- • The Manager, Business Consulting (AI, CCaaS) is a pivotal leadership role within NICE’s Customer Services Automation AI Center of Excellence, responsible for driving measurable adoption, consumption, and business value across enterprise AI customer portfolios. This role ensures customers achieve sustained usage and operational impact from AI solutions like Copilot, AutoSummary, Autopilot, and Conversational AI.
- • Day to day, the manager will lead and develop a team of AI Adoption Consultants, drive adoption and consumption outcomes, build repeatable adoption playbooks and scorecards, partner cross-functionally to remove blockers, translate AI usage into business value and executive-ready narratives, guide workflow transformation, and support executive business reviews with data-driven insights.
- • The team operates within NICE’s global AI Center of Excellence, collaborating closely with Customer Success, Product, Engineering, Delivery, Sales, Education, and Support teams to scale AI adoption globally. NICE is a market leader in AI, cloud, and digital solutions, serving 25,000+ global businesses including 85 of the Fortune 100, managing over 120 million customer interactions daily.
- • In this role, the individual will develop leadership and strategic consulting expertise, deepen knowledge of AI-driven contact center transformation, master value realization frameworks, and build repeatable motions for enterprise AI adoption—positioning them for senior leadership in AI consulting, customer success, or digital transformation.
🎯 Requirements
- • 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
🏖️ Benefits
- • NiCE-FLEX hybrid work model: 2 days in office, 3 days remote per week
- • Opportunity to work with market-leading AI, cloud, and digital solutions used by 85+ Fortune 100 companies
- • Endless internal career opportunities across multiple roles, disciplines, domains, and global locations
- • Collaborative, fast-paced, and creative environment with the best of the best teams
- • Chance to learn and grow while constantly raising the bar in a disruptive, innovative company
Skills & Technologies
About NICE Ltd.
NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.
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