Global CX & AI Transformation Manager

Nice Inc.; Darwin; On-site; AUD 180,000 - 280,000; Full time

Job summary

NiCE in Australia is seeking an International Consulting Manager to lead large-scale CX and AI‑enabled transformations, combining strategic leadership with hands‑on delivery to ensure adoption at scale and measurable ROI.

You will coordinate global VRS teams, align with sovereign cloud and regulatory requirements across Australia and APAC, and guide senior stakeholders toward outcomes that improve customer journeys and business value.

Responsibilities

• Lead and manage VRS consulting teams, ensuring consistent, high‑quality delivery aligned to NiCE VRS methodology
• Own end‑to‑end consulting engagements across CX, AI, workforce optimisation, digital and transformation
• Act as senior escalation point and lead resolution of complex delivery challenges
• Translate strategic business objectives into actionable transformation roadmaps and delivery plans
• Drive value realisation through clear definition and tracking of business outcomes and ROI
• Design and implement change strategies across people, process, and technology
• Establish strong governance, KPIs, and delivery cadence
• Ensure alignment across the global VRS consulting practice, product, and customer priorities
• Drive adoption and optimisation of NiCE solutions
• Provide thought leadership and embed industry best practices
• Support commercial growth and strengthen customer relationships
• Sovereign Cloud & Regulatory Alignment: Ensure all solutions and consulting engagements align with sovereign cloud requirements, including data residency and security controls
• Collaborate with customers to design compliant architectures within Australian and APAC regulatory frameworks
• Provide guidance on risk, governance, and compliance in cloud‑based CX and AI implementations
• Align transformation strategies with public sector and regulated industry expectations
• Stakeholder Engagement & Advisory: Act as trusted advisor to senior stakeholders, including C‑suite
• Lead strategic discussions and influence decision‑making
• Ensure stakeholder alignment and sponsorship
• Operate effectively across matrixed teams
• CX & AI‑Led Value Focus: Drive CX transformation to improve customer journeys and satisfaction
• Leverage AI, automation, and analytics to deliver performance improvements
• Focus on measurable outcomes including efficiency, CX metrics, and automation adoption
• Align CX, AI, and operational design into a cohesive strategy
• Have you got what it takes?

Job description

NiCE in Australia is seeking an International Consulting Manager to lead large-scale CX and AI‑enabled transformations, combining strategic leadership with hands‑on delivery to ensure adoption at scale and measurable ROI.

You will coordinate global VRS teams, align with sovereign cloud and regulatory requirements across Australia and APAC, and guide senior stakeholders toward outcomes that improve customer journeys and business value.