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.
What's the Role All About?
The LeadAI Business Consultant is a pivotal role within our Customer Services Automation AI Center of Excellence.
As NiCE scales AI adoption across its global enterprise customer base, this role serves as a core execution and insight engine within the AI Center of Excellence.
You will work across regions to ensure AI solutions move beyond deployment into trusted, sustained, and value-generating usage.
Responsibilities
Drive AI Adoption and Stabilization
Support AI adoption and post-deployment stabilization for a global portfolio of enterprise customers.
Execute adoption playbooks in partnership with regional consultants across Australia and NZ.
Lead reinforcement activities that drive sustained usage, trust, and behavioural change.
Optimize AI Performance: provide hands‐on optimization of AI outputs, including prompt engineering, knowledge alignment, and workflow tuning.
Support Behavioural UAT by validating user acceptance, workflow fit, and AI trust indicators.
Identify early adoption risks and corrective actions using usage, operational, and behavioural data.
Analyze AI usage patterns, contact center KPIs, and operational signals to surface optimization opportunities.
Build adoption scorecards and insight summaries used by customer‐facing teams and internal leadership.
Translate data into clear recommendations that improve efficiency, quality, and AI ROI.
Partner closely with regional consultants, delivery teams,



and operations leaders to drive aligned execution.
Lead remote working sessions with supervisors and operations teams to reinforce best practices.
Surface recurring adoption challenges and structured product feedback to internal teams.
Qualifications
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 are a must.
Benefits
Global exposure across enterprise customers in multiple regions.
Deep hands‐on experience with AI adoption, not just deployment.
Real ownership of outcomes, not just deliverables.
High visibility within a global AI Center of Excellence.
Clear path toward senior consulting, principal, or specialist AI roles.
NiCE‐FLEX hybrid model: 2 days working from the office and 3 days of remote work each week.
Unlimited internal career opportunities across multiple roles, disciplines, domains, and locations.
Equal Opportunity
NiCE is proud to be an equal chance employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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📌 Lead Ai Business Consultant (New South Wales)
🏢 Nice
📍 New South Wales