About the job
At NiCE, we constantly push the boundaries of what’s possible. Our ambition drives us to be game changers, and we are committed to winning. We set the highest standards and surpass them. If you share our vision and passion, we have an incredible career opportunity waiting for you.
AI Business Consultant - AI Center of Excellence | Pune, India (Global Coverage)
Role Overview:
The AI Business Consultant plays a crucial role in our Customer Services Automation AI Center of Excellence. As NICE expands AI adoption across our global enterprise clientele, you will be at the heart of executing strategies and generating insights within the AI Center of Excellence. Collaborating across various regions, your mission will be to ensure that AI solutions transition from deployment to trusted, sustainable, and value-driven utilization.
This position is tailored for seasoned consultants eager to work at the crossroads of AI, contact center operations, and measurable business outcomes, taking full responsibility for the success of AI adoption.
Your Impact:
- Champion AI Adoption and Stabilization
- Facilitate AI adoption and post-deployment stabilization for a diverse global portfolio of enterprise clients.
- Implement adoption playbooks in collaboration with regional consultants across EMEA, APAC, and North America.
- Lead initiatives that foster ongoing usage, trust, and behavioral change.
- Enhance AI Performance
- Provide hands-on optimization of AI outcomes, including prompt engineering, knowledge alignment, and workflow tuning.
- Support Behavioral User Acceptance Testing (UAT) by validating user acceptance, workflow fit, and AI trust indicators.
- Identify early adoption risks and corrective measures through the analysis of usage, operational, and behavioral data.
- Analyze and Operationalize Insights
- Investigate AI usage patterns, contact center KPIs, and operational signals to uncover optimization opportunities.
- Create adoption scorecards and insight summaries for customer-facing teams and internal leadership.
- Transform data into actionable recommendations that enhance efficiency, quality, and AI ROI.
- Collaborate and Lead Without Authority
- Work closely with regional consultants, delivery teams, and operations leaders to ensure aligned execution.
- Conduct remote working sessions with supervisors and operations teams to reinforce best practices.

