Principal Business Consultant, AI

Key Responsibilities:

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions.

• Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements.

• Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential.

• Collaborate with product development teams to provide feedback and suggest improvements based on client experiences.

• Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement.

• Build long-term relationships with customers, becoming a trusted advisor.

• Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback.

• Manage consulting programs with continuous alignment with the entire product implementation program.

• Establish and monitor progress toward business success criteria for each product and business unit.

• Map business cases into action items and solution designs.

• Align launch strategies with use cases and value priorities.

• Secure buy-in from different stakeholders (internal and external).

• Provide input into technical project plans, ensuring business requirements and best practices are fully captured.

• Develop and deliver presentations to demonstrate the value and capabilities of our software solutions.

• Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.

Required Experience:

• Minimum of 5 years of experience in self-service or AI software domains.

• Degree in Business, Information Technology, or a related field preferred.

• Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow).

• Knowledge management expertise.

• Experience with generative AI in the customer service domain is a plus.

• IVR/Routing/ACD experience preferred.

• Experience in business process improvement and customer success.

• Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships.

• Led project teams and demonstrated operational performance improvements with significant benefits.

• Multi-industry experience preferred.

• Excellent verbal, written communication, and presentation skills are a must.

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, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

NICE · USA - Richardson, TX