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
Success Measures
Success in this role will be measured by:
- Sustained AI usage growth across assigned customer portfolio
- Achievement of adoption targets within six months of go-live
- Reduction in time-to-value
- Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity
- Quality and consistency of team execution
- Customer satisfaction, executive confidence, and referenceability
Required Qualifications
- 8+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization
- 3+ years of experience leading direct reports in a customer-facing or consulting environment
- Strong experience working with enterprise customers in complex, matrixed environments
- Proven success driving measurable business outcomes and KPI improvement
- Strong understanding of contact center operations and key service metrics, including: AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity
- Experience leading cross-functional initiatives involving AI, automation, workflow redesign, or conversational AI
- Strong executive communication, coaching, and stakeholder management skills
- Strong analytical and problem-solving ability with a bias for action
Preferred Qualifications
- Experience with NICE, Genesys, Five9, or other CCaaS platforms
- Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia
- Experience in SaaS, CCaaS, BPO, or large-scale service operations
- Change management training or certification
- Familiarity with generative AI and enterprise AI use cases
What Makes Someone Successful in This Role
- Strong people leader who raises the performance of the team
- Structured operator who turns ambiguity into action
- Commercially minded and focused on outcomes, not activity
- Credible with executives and practical with frontline teams
- Able to connect AI adoption to workflow change, KPI improvement, and business value
- Excellent communication skills
- Extreme ownership mindset