AI Transformation Leader: Enterprise Strategy & Delivery

Nice-0a1ef543

Chicago (IL)

On-site

USD 140,000 - 220,000

Full time

9 days ago

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Job summary

NiCE is seeking an AI Transformation Strategist who operates at VP/Director level to drive enterprise AI programs, blending strategic advisory with hands-on agent development. You will work across CX, operations, and technology to define transformation priorities and execute roadmaps using NiCE's platform to automate service and deliver intelligent experiences at scale.

You will lead strategic advisory, agent development, and change enablement initiatives, building business cases and

Qualifications

5 to 10+ years in management consulting, transformation strategy, or enterprise technology advisory, with a proven track record of engaging and influencing at VP and Director level across CX, Operations, and Technology functions
Demonstrated experience scoping, building, and shipping AI or conversational AI products, ideally in an agent development or product strategy capacity
Demonstrable experience shaping AI or digital transformation programs at a senior program level, including building business cases that secure sponsorship and budget commitment
Strong technical fluency: comfortable partnering with engineers and PMs on product architecture, conversational design, and agent development tradeoffs
Deep familiarity with contact center ecosystems: ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture
Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context
Outstanding verbal and written communication skills with the ability to convey complex technical information to non-technical stakeholders and drive projects forward with clarity
Strong analytical and structured problem-solving skills to identify risks, develop mitigation strategies, and handle unexpected challenges across customer relationships and products
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 environment

Responsibilities

Engage primarily at the VP and Director level — across CX, Operations, Technology, and Digital functions — to define transformation priorities, align on approach, and drive program execution
Build and maintain credibility with C-suite stakeholders when required, contributing to executive conversations with clarity and commercial rigor
Define AI transformation roadmaps that connect agentic automation strategy to measurable business outcomes including cost efficiency, service quality, and operational scale
Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that program owners can act on
Coordinate with stakeholders through workshops, interviews, and working sessions to gather input and drive cross-functional alignment
Develop business cases, transformation roadmaps, and senior-level materials that support high-stakes program decisions
Contribute data-driven, strategic insights to customers and internal team decisions
Contribute to NiCE's consulting IP and AI transformation playbooks
Partner with Agent Product Managers and Engineers to scope, build, and ship conversational AI agents that handle thousands of customer conversations a day
Design, build, and iteratively refine conversational AI agents from inception through deployment, blending product strategy with customer insight
Drive execution and delivery of multiple complex agent development projects with milestones, owners, dependencies, and success metrics
Coordinate across technical and non-technical stakeholders through the full agent development lifecycle
Translate strategic transformation goals into agent architecture decisions and conversational design choices
Architect the shift to AI-agentic workflows spanning front and back office
Design and execute change management programs focused on people, process, technology, and organizational structure at enterprise scale
Lead cloud migration strategy from on-premises contact center environments to NiCE CXone, mapping routing logic, agent states, reporting, and terminology
Identify risks, interdependencies, and barriers to execution and recommend actions to improve delivery and adoption
Translate strategic goals into execution plans and ensure clear communication across stakeholders while developing strong relationships
AI strategy and agentic transformation: defining the enterprise vision for human-AI orchestration at scale
Conversational AI agent development: scoping, designing, building, and iterating on AI agents across channels
CX strategy and customer journey redesign from full automation to end-to-end fulfillment
Workforce augmentation: equipping employees with real-time AI intelligence to elevate performance
Cloud transformation and on-premises to CXone migration strategy and execution
Operating model redesign, front and back office convergence, and workflow orchestration
Interaction analytics and real-time intelligence deployment
Compliance and financial crime transformation via NiCE Actimize for regulated industries