Principal AI Consultant, Insurance Services, AI COE

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. Principal AI Consultant, Insurance Services, AI COE Role Summary NiCE is seeking a Principal AI Consultant to bring deep insurance industry expertise into our AI Center of Excellence. This is a principal-level individual contributor role for a senior Insurance industry expert with significant experience in customer operations, contact center environments, digital servicing, CX transformation, and the practical application of AI in service organizations. This is not a technical AI engineering role. It is an industry SME role focused on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals. You will serve as a trusted advisor to internal teams and enterprise customers, bringing expert knowledge of insurance operations, policyholder journeys, service workflows, automation opportunities, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of insurance service environments and identify where AI can improve operational efficiency, service quality, employee productivity, and policyholder experience. Key Responsibilities Act as the Insurance Industry SME Serve as the primary Insurance Services subject matter expert within the AI Adoption COE Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities Advise on AI Use Cases, Journeys, and Value Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder experience Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities Help customers and internal teams understand practical considerations for AI adoption in regulated and trust-sensitive environments Support Strategic Customer and Internal Engagements Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations Help shape practical, high-impact AI narratives for insurance customers Raise Industry Readiness Across NiCE Educate consultants, leaders, and cross-functional teams on insurance trends, customer service models, AI opportunities, and operational realities Contribute to industry playbooks, messaging, point of view content, and best practices Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders Success Measures Success in this role will be measured by: Improved industry credibility in insurance customer engagements Stronger alignment between NiCE AI solutions and insurance customer priorities Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives Increased internal readiness and fluency in insurance and AI-related conversations Meaningful contribution to customer outcomes, workflow improvement, and AI value realization Required Qualifications 12+ years of experience in insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory Deep expertise in one or more insurance