Cx Operations Jobs (NOW HIRING)

So, what's the role all about?

A NiCE AI Transformation Strategist sits at the intersection of enterprise strategy and hands-on AI agent delivery. You will primarily engage at the VP and Director level - with CX, Operations, Technology, and Digital leaders - to define transformation priorities and drive execution, while maintaining the executive fluency to contribute credibly in C-suite conversations when required. This is not a narrowly specialized role. You are expected to move fluidly between strategic advisory and agent development, combining structured problem-solving, conversational design, and customer insight to drive transformation from the program office to the build environment.

Core mandate: Partner with VP and Director-level leaders across CX, Operations, and Technology to define and execute AI-first transformation programs while directly building the agentic experiences that make that transformation real, leveraging NiCE's full platform to automate service, augment the workforce, and deliver intelligent experiences at enterprise scale.

How will you make an impact?  

• Strategic Advisory & Transformation Planning

  • 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
  • Facilitate alignment workshops, stakeholder interviews, and working sessions to gather input, challenge assumptions, and drive cross-functional agreement
  • 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, briefing materials, AI transformation playbooks, and vertical-specific accelerators

• Agent Development & Delivery

  • Partner with Agent Product Managers and Agent 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, combining product strategy with deep customer insight
  • Drive execution and delivery of multiple complex, high-visibility agent development projects with clear 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 from traditional interaction management to fully orchestrated, AI-agentic workflows spanning front and back office

• Change Enablement & Execution

  • 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 all stakeholders while developing strong, lasting 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 voice, digital, and async channels
  • CX strategy and customer journey redesign from full automation of routine intent to complex end-to-end fulfillment
  • 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
  • Compliance and financial crime transformation via NiCE Actimize for regulated industries
    

Required 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

Have you got what it takes?

• Degree in Computer Science, Engineering, Mathematics, or a related technical field; MBA or comparable experience at the intersection of technology and operations is a strong plus
• 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

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: 11640
Reporting into: VP of Sales
Role Type: Individual Contributor