Manager , Business Consulting (AI, CCaaS)

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. What's the Role All About? The Manager, Business Consulting (AI Adoption ), is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position will lead a team responsible for driving measurable adoption, consumption, and business value across our 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. You will lead a team of consultants, partner cross-functionally across Customer Success, Product, Delivery, Sales, and Engineering, and help build the repeatable motions required to scale AI adoption globally. This role is not focused on feature enablement alone. It is focused on business outcomes, workflow integration, value realization, and adoption at scale. How Will You Make an Impact? As the Manager,Business Consultant, you will 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 Team Leadership 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 Ensure team execution is aligned to customer outcomes and business priorities AI Adoption & Value Realization Lead adoption strategy across a portfolio of enterprise AI customers Ensure customers achieve sustained usage targets and measurable business impact Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans Oversee adoption scorecards, account reviews, and executive-ready action plans Reduce time-to-value and improve adoption consistency across the portfolio Workflow & Operational Transformation 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 Ensure AI solutions are operationalized, not just deployed Cross-Functional Leadership 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 Business Value Storytelling 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. Success Measures Success in this role will be measured by: Sustained AI usage growth across assigned customer portfolio Achievement of adoption targets within six months of go-live Reduction in time-to-value Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity Quality and consistency of team execution Customer satisfaction, executive confidence, and referenceability Have You Got What It Takes? 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