Transformation Consultant

NiCE; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Global exposure and client impact

Internal career opportunities

Collaborative, high-performance team

Job summary

NiCE is seeking a Transformation Consultant to work with C-suite leaders, shaping AI-driven transformation programs across multiple domains. You will diagnose issues, align stakeholders, and drive measurable outcomes, balancing strategy and execution in a fast-paced environment.

You will lead enterprise AI roadmaps, design new operating models, and collaborate across functions to deliver client value and growth. This role offers global exposure and the chance to influence top-level decisions.

Qualifications

• 5+ years of experience in management consulting, transformation strategy, or enterprise technology advisory.
• Experience shaping AI or digital transformation programs at the executive level.
• 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 CCaaS/UCaaS or enterprise SaaS context.
• Strong executive communication and presentation skills for board and C-suite audiences.
• Ability to work across multiple functions, industries, and environments with speed and credibility.

Responsibilities

• Engage at C-level to build executive conviction around AI-led transformation as a strategic imperative.
• Define enterprise-wide AI transformation roadmaps linking agentic automation to board-level outcomes.
• Structure ambiguous business challenges into clear statements, workstreams, hypotheses, and recommendations.
• Assess how AI and agentic capabilities reshape processes, service models, and customer engagement.
• Architect the shift to AI-agentic workflows across front and back office.
• Lead cloud migration strategy to NiCE CXone, mapping routing logic and reporting.
• Design and execute change management programs at enterprise scale.
• Develop business cases and executive materials to support decisions.
• Facilitate alignment workshops and stakeholder interviews to drive consensus.
• Translate strategic goals into execution plans with milestones and owners.
• Identify risks and barriers and recommend actions to improve delivery.

Skills

Executive-level communication

Strategic thinking

Problem-solving

Stakeholder management

Analytical skills

Adaptability

Fast learner

Education

Bachelor's degree

MBA or equivalent preferred

Tools

CXone

Actimize

CCaaS platforms

Job description

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.

So, what’s the role all about?

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. This is not a narrowly specialized role. You are expected to be broad, adaptable, and able to engage across a wide range of transformation topics with strong judgment and genuine executive readiness.

How will you make an impact?

• 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
• Assess 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

Transformation Domains

• AI strategy and agentic transformation: defining the enterprise vision for human-AI orchestration at scale
• CX strategy and customer journey redesign across digital, voice, and async channels
• Agentic AI deployment from automating routine customer intent to full end-to-end fulfillment without human intervention
• Workforce augmentation: equipping employees with real-time AI intelligence to elevate performance and decision-making
• 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

Have you got what it takes?

• 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
• Demonstrated experience leading cloud migration or digital transformation programs in a CCaaS, UCaaS, or enterprise SaaS context
• 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

Preferred 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

Success Metrics

• Rapidly understands new client challenges and frames them in a structured, decision-oriented way that earns immediate credibility with senior leaders
• Engages confidently at the C-suite level and helps shape top-down AI transformation agendas with clarity and commercial rigor
• Identifies where AI and agentic capabilities can create meaningful, measurable business value across operations, service, and customer engagement
• Brings clarity and forward momentum to transformation efforts involving multiple stakeholders and competing priorities
• Develops recommendations that are analytically sound, strategically relevant, and practical to implement
• Earns trust quickly through quality of thinking, strong communication, and disciplined execution
• Delivers not just analysis, but real progress against clients' most critical transformation objectives

What’s in it for you?

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! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 11605

Reporting into: VP of Sales

Role Type: Individual Contributor

About NiCE

NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crimeand ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity 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.