Principal AI Consultant, Financial Services AI COE

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Principal AI Consultant, Financial Services, AI COE

Role Summary

NiCE is seeking a Principal AI Consultant to bring deep financial industry expertise into our AI Center of Excellence.

This is a principal-level individual contributor role for a senior Financial Services expert with significant experience in customer operations, contact center environments, digital servicing, CX transformation, and the practical application of AI in service organizations. This is not a technical AI engineering role. It is an industry SME role focused on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals.

You will serve as a trusted advisor to internal teams and enterprise customers, bringing expert knowledge of Financial Services operations, service journeys, automation opportunities, customer expectations, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of Financial Services environments and identify where AI can improve efficiency, service quality, employee productivity, and customer experience.

Key Responsibilities

Act as the Financial Services SME

• Serve as the primary Financial Services subject matter expert within the AI Adoption COE
• Bring deep understanding of Financial Services operations, customer journeys, business processes, and operating models into internal and customer-facing conversations
• Help internal teams speak credibly to Financial Services priorities, service challenges, and transformation opportunities

Advise on AI Use Cases, Journeys, and Value

• Identify high-value opportunities for AI across Financial Services service environments, including account servicing, lending, collections, fraud-related servicing, claims, policyholder support, and digital self-service
• Advise on where AI can automate workflows, augment employees, reduce friction, and improve customer experience
• Connect NiCE AI capabilities to business goals, contact center KPIs, and operational improvement opportunities
• Help customers and internal teams understand practical considerations for AI adoption in trust-sensitive and regulated environments

Support Strategic Customer and Internal Engagements

• Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor
• Support account planning and adoption conversations with industry-specific insight and executi