[Hiring] Principal AI Consultant, Financial Services @NICE

Role Description

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

• Customer operations
• Contact center environments
• Digital servicing
• 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:

• Financial Services operations
• Service journeys
• Automation opportunities
• Customer expectations
• Regulatory sensitivity
• Industry trends

You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of Financial Services environments and identify where AI can improve:

• Efficiency
• Service quality
• Employee productivity
• Customer experience

Qualifications

• 12+ years of experience in Financial Services operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory
• Deep expertise in one or more Financial Services segments such as banking, lending, mortgage servicing, insurance, wealth management, fintech, or financial BPO
• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within Financial Services service or operations environments
• Strong understanding of customer service and contact center operations in Financial Services environments
• Strong knowledge of customer journeys, service processes, and common friction points in regulated or trust-sensitive environments
• Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, 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 Financial Services organizations
• Experience in contact center 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 responsible AI considerations in Financial Services environments

Success Measures

Success in this role will be measured by:

• Improved industry credibility in Financial Services customer engagements
• Stronger alignment between NiCE AI solutions and Financial Services customer priorities
• Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives
• Increased internal readiness and fluency in Financial Services 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.