Principal AI Consultant, Financial Services (AI COE)

Principal AI Consultant, Financial Services, AI COE 

Role Summary 

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, and 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, and 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, and customer experience. 

Key Responsibilities 

Act as the Financial Services SME 

• Serve as the primary Financial Services subject matter expert within the AI Adoption COE 

• Bring deep understanding of Financial Services operations, customer journeys, business processes, and operating models into internal and customer-facing conversations 

• Help internal teams speak credibly to Financial Services priorities, service challenges, and transformation opportunities 

Advise on AI Use Cases, Journeys, and Value 

• Identify high-value opportunities for AI across Financial Services service environments, including account servicing, lending, collections, fraud-related servicing, claims, policyholder support, and digital self-service 

• Advise on where AI can automate workflows, augment employees, reduce friction, and improve customer experience 

• Connect NiCE AI capabilities to business goals, contact center KPIs, and operational improvement opportunities 

• Help customers and internal teams understand practical considerations for AI adoption in trust-sensitive and regulated environments 

Support Strategic Customer and Internal Engagements 

• Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor 

• Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations 

• Help shape practical, high-impact AI narratives for Financial Services customers 

Raise Industry Readiness Across NiCE 

• Educate consultants, leaders, and cross-functional teams on Financial Services trends, service models, AI opportunities, and operational realities 

• Contribute to industry playbooks, messaging, point of view content, and best practices 

• Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders 

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 

 

Required 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 

Preferred Qualifications 

• 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