Manager, Business Consulting, AI

Role Summary 

NICE is seeking a Manager, AI Adoption COE to 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. 

 

What You Will Own 

• 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 

 

Key Responsibilities 

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