- Location
- Australia - Sydney
- Type
- Full-time
- Department
- GCO - Customer Success & Services
- Seniority
- Lead
- Source
- Greenhouse
Description
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 LeadAI Business Consultant, is a pivotal role within our Customer Services Automation AI Center of Excellence. As NICE scales AI adoption across its global enterprise customer base, this role serves as a core execution and insight engine within the AI Center of Excellence. You will work across regions to ensure AI solutions move beyond deployment into trusted, sustained, and value-generating usage.
This role is designed for experienced consultants who want to operate at the intersection of AI, contact center operations, and measurable business outcomes, with real ownership over adoption success
How Will You Make an Impact?
- Drive AI Adoption and Stabilization
- Support AI adoption and post-deployment stabilization for a global portfolio of enterprise customers.
- Execute adoption playbooks in partnership with regional consultants across Australia and NZ.
- Lead reinforcement activities that drive sustained usage, trust, and behavioural change.
- Optimize AI Performance
- Provide hands-on optimization of AI outputs, including prompt engineering, knowledge alignment, and workflow tuning.
- Support Behavioural UAT by validating user acceptance, workflow fit, and AI trust indicators.
- Identify early adoption risks and corrective actions using usage, operational, and behavioural data.
- Analyze and Operationalize Insights
- Analyze AI usage patterns, contact center KPIs, and operational signals to surface optimization opportunities.
- Build adoption scorecards and insight summaries used by customer-facing teams and internal leadership.
- Translate data into clear recommendations that improve efficiency, quality, and AI ROI.
- Partner and Lead Without Authority
- Partner closely with regional consultants, delivery teams, and operations leaders to drive aligned execution.
- Lead remote working sessions with supervisors and operations teams to reinforce best practices.
- Surface recurring adoption challenges and structured product feedback to internal teams.
What makes this role compelling
- Global exposure across enterprise customers in multiple regions
- Deep hands-on experience with AI adoption, not just deployment
- Real ownership of outcomes, not just deliverables
- High visibility within a global AI Center of Excellence
- Clear path toward senior consulting, principal, or specialist AI roles
Have You Got What It Takes?
- 10 plus years of experience in CCaaS consulting, CX operations, AI-enabled self-service, or related domains
- Strong understanding of contact center KPIs and operational workflows
- Hands-on experience with conversational AI, agent assist, summarization, or automation solutions
- Practical experience using prompt engineering to improve generative AI performance
- Strong analytical skills with comfort interpreting trends across large datasets
- Ability to work effectively across time zones with global stakeholders
- Experience supporting enterprise or global customers is strongly preferred
- Excellent verbal, written communication, and presentation skills are a must.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 11427
Reporting To: Tech Manager
Role Type: Individual Contributor
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.
