Note: The job is a remote job and is open to candidates in USA. NiCE is a global software company that provides AI, cloud, customer experience, financial crime, and public safety solutions to businesses worldwide. The Transformation Consultant will engage with C-suite and senior leadership teams to define and lead enterprise-wide AI and agentic transformation programs, including strategy, business cases, roadmaps, cloud migration, and change management. The role combines strategic consulting with hands-on execution support across customer experience and contact center environments.
Responsibilities
- Engage at C-level to build executive conviction around AI-led and agentic transformation as a strategic imperative, not a technology project
- Define enterprise-wide AI transformation roadmaps that connect agentic automation strategy to board-level outcomes including revenue growth, cost efficiency, and competitive differentiation
- Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that senior leaders can act on
- Assess how AI, automation, and agentic capabilities can reshape organizational processes, service models, decisioning, and customer engagement across each client's specific context
- Architect the shift from traditional interaction management to fully orchestrated, AI-agentic workflows spanning front and back office
- Lead cloud migration strategy from on-premises contact center environments to NiCE CXone, mapping routing logic, agent states, reporting, and terminology
- Design and execute change management programs focused on people, process, technology, and organizational structure at enterprise scale
- Develop business cases, transformation roadmaps, and executive-level materials that support high-stakes decision-making
- Facilitate executive alignment workshops, stakeholder interviews, and leadership discussions to gather input, challenge assumptions, and drive alignment
- Translate strategic goals into execution plans with clear milestones, owners, dependencies, and success metrics
- Identify risks, interdependencies, and barriers to execution and recommend actions to improve delivery and adoption
- Contribute to NiCE's consulting IP, executive briefing materials, AI transformation playbooks, and vertical-specific accelerators
Skills
- 5+ years of experience in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at C-suite level
- Demonstrable experience shaping AI or digital transformation programs at the executive level, including building business cases that secure senior sponsorship and budget commitment
- 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
- Strong analytical and structured problem-solving skills, with the ability to break down complex issues into clear, actionable recommendations
- Strong executive communication and presentation skills, including the ability to develop compelling materials for board and C-suite audiences
- Ability to work across multiple functions, industries, and business environments with speed and credibility
- 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 environments
- Bachelor's degree or advanced degree in a relevant discipline (MBA or equivalent preferred)
- 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
- Opportunities to learn and grow
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations
- A fast-paced, collaborative, and creative work environment
Company Overview
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