[Hiring] Principal AI Consultant @NICE

Role Description

NiCE is seeking a Principal AI Consultant to bring deep healthcare industry expertise into our AI Center of Excellence. This is a principal-level individual contributor role for a senior Healthcare Provider expert with significant experience in:

• Patient access
• Contact center operations
• Digital patient experience
• CX transformation
• The practical application of AI in service organizations

This is not a technical AI engineering role. It is an industry SME role focused on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals.

You will serve as a trusted advisor to internal teams and enterprise customers, bringing expert knowledge of:

• Healthcare provider operations
• Patient journeys
• Service workflows
• Automation opportunities
• Regulatory sensitivity
• Industry trends

You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of provider environments and identify where AI can improve access, service quality, workforce productivity, and patient experience.

Qualifications

• 12+ years of experience in healthcare provider operations, patient access, contact center leadership, CX transformation, digital health servicing, consulting, or industry advisory
• Deep expertise in one or more provider segments such as health systems, hospitals, ambulatory networks, physician groups, academic medical centers, or integrated delivery networks
• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within healthcare provider service or operations environments
• Strong understanding of patient access, contact center, and service operations in provider environments
• Strong knowledge of patient journeys, service processes, and common friction points across scheduling, referrals, authorizations, billing, and care navigation
• Ability to connect business priorities to KPIs such as speed to answer, abandonment, schedule utilization, first contact resolution, containment, CSAT, staff productivity, and cost-to-serve
• Strong executive communication, facilitation, and consulting skills
• Proven ability to influence senior stakeholders and act as a trusted advisor
• Willingness to travel as needed

Requirements

• Experience working with large enterprise healthcare provider organizations
• Experience in patient access transformation, self-service, workflow redesign, or operational excellence
• Familiarity with NiCE, Genesys, Five9, or similar platforms
• Experience helping organizations evaluate, adopt, or optimize AI in service environments
• Understanding of privacy, trust, and responsible AI considerations in healthcare environments

Success Measures

• Improved industry credibility in healthcare provider customer engagements
• Stronger alignment between NiCE AI solutions and healthcare provider priorities
• Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives
• Increased internal readiness and fluency in healthcare provider and AI-related conversations
• Meaningful contribution to customer outcomes, workflow improvement, and AI value realization

Company Description

NICE Ltd. (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 crime, and 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.