Business Consultant, AI Strategy

So, what’s the role all about?

This is a strategic consulting role within the NiCE Value Realization Services (VRS) organization. The Business Consultant is responsible for owning customer business cases, shaping AI-driven CX strategies, and ensuring measurable bottom-line ROI from NiCE’s enterprise contact center solutions.

This role is designed for a seasoned consultant with deep experience advising enterprise customers on AI-enabled digital transformation in the contact center / CCaaS space, combining strategic consulting rigor, financial acumen, and executive-level communication.

You will lead customers through complex CX transformations—helping them define where AI creates value, how to operationalize it across people, process, and technology, and how to measure and sustain outcomes. Success in this role requires the ability to translate AI, automation, analytics, and decisioning capabilities into boardroom-ready business narratives and defensible financial models.

As a consultant at NiCE, you will act as a trusted advisor to C-suite and VP-level stakeholders, influence cross-functional teams without formal authority, and contribute to the evolution of NiCE’s value realization methodology, AI value frameworks, and consulting best practices.

This is a hands-on advisory role with direct ownership of strategic engagements—not a delivery support or technical implementation position.

How will you make an impact?

• Serve as a strategic advisor to enterprise customers on AI-led CX and contact center transformation
• Own the end-to-end business case, from value hypothesis through realization and sustained ROI
• Lead customers in identifying, prioritizing, and sequencing AI-driven CX use cases tied to measurable financial and operational outcomes
• Translate AI-enabled capabilities into clear adoption strategies, value metrics, and executive success criteria
• Design and lead enterprise change strategies across people, process, technology, and governance
• Act as program-level consulting lead for multi-product, multi-stakeholder initiatives
• Build long-term executive relationships, becoming a trusted advisor to senior leadership
• Ensure accountability for value realization, benefits tracking, and ROI delivery
• Identify opportunities for expansion, renewal, and additional strategic engagements

Key Responsibilities

• Lead delivery of high-impact business consulting engagements resulting in measurable business improvement and referenceable clients
• Discover, quantify, and articulate value across the NiCE AI and CX product portfolio
• Develop financial models, ROI analyses, and value frameworks to support executive decision-making
• Advise customers on AI strategy, automation, analytics, and decisioning within contact center operations
• Map business cases into actionable transformation roadmaps and solution designs
• Establish and govern KPIs, value tracking, and benefits realization models, including post–Go Live sustainability