Transformation Consultant

About the role

A NiCE Transformation Consultant will engage directly with C-suite and senior leadership teams at client organizations to define and lead enterprise-wide AI and agentic transformation programs. You will work across multiple domains, functions, and industry verticals, moving fluidly between strategy and execution: diagnosing issues, framing decisions, aligning stakeholders, and driving ideas through to measurable outcomes.

Responsibilities

• Engage at C-level to build executive conviction around AI-led and agentic transformation as a strategic imperative, not a technology project
• Define enterprise-wide AI transformation roadmaps that connect agentic automation strategy to board-level outcomes including revenue growth, cost efficiency, and competitive differentiation
• Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that senior leaders can act on
• Audit how AI, automation, and agentic capabilities can reshape organizational processes, service models, decisioning, and customer engagement across each client's specific context
• Architect the shift from traditional interaction management to fully orchestrated, AI-agentic workflows spanning front and back office
• Lead cloud migration strategy from on-premises contact center environments to NiCE CXone, mapping routing logic, agent states, reporting, and terminology
• Design and execute change management programs focused on people, process, technology, and organizational structure at enterprise scale
• Develop business cases, transformation roadmaps, and executive-level materials that support high-stakes decision-making
• Facilitate executive alignment workshops, stakeholder interviews, and leadership discussions to gather input, challenge assumptions, and drive alignment
• Translate strategic goals into execution plans with clear milestones, owners, dependencies, and success metrics
• Identify risks, interdependencies, and barriers to execution and recommend actions to improve delivery and adoption
• Contribute to NiCE's consulting IP, executive briefing materials, AI transformation playbooks, and vertical-specific accelerators

Requirements

• 5+ years of experience in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at C-suite level
• Demonstrable experience shaping AI or digital transformation programs at the executive level, including building business cases that secure senior sponsorship and budget commitment
• Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture
• Strong analytical and structured problem-solving skills, with the ability to break down complex issues into clear, actionable recommendations
• Strong executive communication and presentation skills, including the ability to develop compelling materials for board and C-suite audiences
• Ability to work across multiple functions, industries, and business environments with speed and credibility
• Proficiency in change management frameworks (Prosci, ADKAR, or equivalent) and the ability to operationalize them at enterprise scale
• Comfortable balancing strategic thinking with hands-on execution support in fast-moving, high-expectation environments

Qualifications

• Bachelor's degree or advanced degree in a relevant discipline (MBA or equivalent preferred)
• Experience at a leading strategy or transformation consulting firm, or equivalent in-house enterprise transformation experience
• Hands-on experience with NiCE CXone, NiCE Actimize, or comparable enterprise CCaaS/WEM platforms
• Working knowledge of agentic AI architectures, large language model deployment, conversational AI, NLU, and real-time guidance technologies
• Certification in change management (Prosci CCP), project management (PMP / PRINCE2), or cloud architecture
• Prior experience as a practitioner inside a contact center, CX operations, or digital transformation function, not solely in an advisory capacity

Skills

• Strategic thinking and execution
• Change management
• Business case development
• Cloud migration
• AI and automation strategy
• Customer journey redesign
• Workforce augmentation
• Operational model redesign
• Interaction analytics
• Real-time intelligence deployment

Benefits

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!

Pay

Nice to discuss compensation details upon successful application.

Schedule

Flexible schedule to accommodate client needs and personal commitments.