Role Summary
NiCE is seeking a Principal AI Consultant to bring deep healthcare industry expertise into our AI Center of Excellence. This is a principal-level individual contributor role for a senior Healthcare Provider expert with significant experience in patient access, contact center operations, digital patient experience, 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 healthcare provider operations, patient journeys, service workflows, automation opportunities, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of provider environments and identify where AI can improve access, service quality, workforce productivity, and patient experience.
Key Responsibilities
- Act as the Healthcare Provider SME: Serve as the primary Healthcare Provider subject matter expert within the AI Adoption COE. Bring deep understanding of provider operations, patient access, service workflows, and operating models into internal and customer-facing conversations. Help internal teams speak credibly to healthcare provider priorities, service challenges, and transformation opportunities.
- Advise on AI Use Cases, Journeys, and Value: Identify high-value opportunities for AI across provider service environments, including patient access, appointment scheduling, referral management, authorizations, billing inquiries, care navigation, nurse triage support, and digital self-service. Advise on where AI can automate workflows, augment staff, reduce friction, and improve patient experience. Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities. Help customers and internal teams understand practical considerations for AI adoption in highly sensitive and regulated patient 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 executive-ready recommendations. Help shape practical, high-impact AI narratives for healthcare provider customers.
- Raise Industry Readiness Across NiCE: Educate consultants, leaders, and cross-functional teams on provider trends, patient service models, AI opportunities, and operational realities. Contribute to industry playbooks, messaging, point of view content, and best practices. Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders.
Success Measures
- Improved industry credibility in healthcare provider customer engagements
- Stronger alignment between NiCE AI solutions and healthcare provider priorities
- Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives
- Increased internal readiness and fluency in healthcare provider and AI-related conversations
- Meaningful contribution to customer outcomes, workflow improvement, and AI value realization
Required Qualifications
- 12+ years of experience in healthcare provider operations, patient access, contact center leadership, CX transformation, digital health servicing, consulting, or industry advisory.
- Deep expertise in one or more provider segments such as health systems, hospitals, ambulatory networks, physician groups, academic medical centers, or integrated delivery networks.
- Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within healthcare provider service or operations environments.
- Strong understanding of patient access, contact center, and service operations in provider environments.
- Strong knowledge of patient journeys, service processes, and common friction points across scheduling, referrals, authorizations, billing, and care navigation.
- Ability to connect business priorities to KPIs such as speed to answer, abandonment, schedule utilization, first contact resolution, containment, CSAT, staff productivity, and cost-to-serve.
- Strong executive communication, facilitation, and consulting skills.
- Proven ability to influence senior stakeholders and act as a trusted advisor.
- Willingness to travel as needed.
Preferred Qualifications
- Experience working with large enterprise healthcare provider organizations.
- Experience in patient access transformation, self-service, workflow redesign, or operational excellence.
- Familiarity with NiCE, Genesys, Five9, or similar platforms.
- Experience helping organizations evaluate, adopt, or optimize AI in service environments.
- Understanding of privacy, trust, and responsible AI considerations in healthcare environments.