Senior AI Business Consultant
HybridSydney, New South Wales, Australia
Job Summary
Senior AI Business Consultant at NiCE leading AI adoption and optimization across global enterprise customers within the AI Center of Excellence. Drives adoption and stabilization of AI solutions, executes adoption playbooks with regional teams (Australia and NZ), guides reinforcement activities to sustain usage and trust, and analyzes AI usage patterns and contact center KPIs to surface optimization opportunities. Provides hands-on optimization of AI outputs (prompt engineering, knowledge alignment, workflow tuning), supports behavioral UAT, and translates data into actionable recommendations to improve efficiency, quality, and AI ROI. Partners with regional consultants, delivery teams, and operations leaders to drive aligned execution, leads remote sessions with supervisors and operations teams to reinforce best practices, and advocates for structured product feedback. The role offers global exposure across enterprise customers, deep hands-on AI adoption experience, and a clear path toward senior consulting or specialist AI roles within NiCE, with the NiCE-FLEX hybrid model (2 days in office, 3 days remote).
Required Qualifications
- 6-10 years of experience in CCaaS consulting, CX operations, AI-enabled self-service, or related domains
- Strong understanding of contact center KPIs and operational workflows
- Hands-on experience with conversational AI, agent assist, summarization, or automation solutions
- Practical experience using prompt engineering to improve generative AI performance
- Strong analytical skills with comfort interpreting trends across large datasets
- Ability to work effectively across time zones with global stakeholders
- Experience supporting enterprise or global customers is strongly preferred
- Excellent verbal, written communication, and presentation skills
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