AI Transformation Strategist

🕒 March 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• A NiCE AI Transformation Strategist sits at the intersection of enterprise strategy and hands-on AI agent delivery • Engage primarily at the VP and Director level — with CX, Operations, Technology, and Digital leaders — to define transformation priorities and drive execution • Maintain the executive fluency to contribute credibly in C-suite conversations when required • Move fluidly between strategic advisory and agent development, combining structured problem-solving, conversational design, and customer insight to drive transformation • Partner with VP and Director-level leaders across CX, Operations, and Technology to define and execute AI-first transformation programs while directly building agentic experiences • Leverage NiCE's full platform to automate service, augment the workforce, and deliver intelligent experiences at enterprise scale

🎯 Requirements

• 5 to 10+ years in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at VP and Director level across CX, Operations, and Technology functions • Demonstrated experience scoping, building, and shipping AI or conversational AI products, ideally in an agent development or product strategy capacity • Demonstrable experience shaping AI or digital transformation programs at a senior program level, including building business cases that secure sponsorship and budget commitment • Strong technical fluency: comfortable partnering with engineers and PMs on product architecture, conversational design, and agent development tradeoffs • Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture • Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context • Outstanding verbal and written communication skills with the ability to convey complex technical information to non-technical stakeholders and drive projects forward with clarity • Strong analytical and structured problem-solving skills to identify risks, develop mitigation strategies, and handle unexpected challenges across customer relationships and products • Proficiency in change management frameworks (Prosci, ADKAR, or equivalent) and the ability to operationalize them at enterprise scale • Comfortable balancing strategic thinking with hands-on execution support in fast-moving, high-expectation environment • Degree in Computer Science, Engineering, Mathematics, or a related technical field; MBA or comparable experience at the intersection of technology and operations is a strong plus • Experience at a leading strategy or transformation consulting firm, or equivalent in-house enterprise transformation experience • Hands-on experience with NiCE CXone, NiCE Actimize, or comparable enterprise CCaaS/WEM platforms • Working knowledge of agentic AI architectures, large language model deployment, conversational AI, NLU, and real-time guidance technologies • Certification in change management (Prosci CCP), project management (PMP / PRINCE2), or cloud architecture • Prior experience as a practitioner inside a contact center, CX operations, or digital transformation function, not solely in an advisory capacity

🏖️ Benefits

• Join an ever-growing, market disrupting, global company • Opportunity to work in a fast-paced, collaborative, and creative environment • Endless internal career opportunities across multiple roles, disciplines, domains, and locations