Principal AI Consultant, Insurance Services, AI COE 

Principal AI Consultant, Insurance Services, AI COE 

Role Summary 

NiCE is seeking a Principal AI Consultant to bring deep insurance industry expertise into our AI Center of Excellence. 

This is a principal-level individual contributor role for a senior Insurance industry 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 insurance operations, policyholder journeys, service workflows, automation opportunities, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of insurance service environments and identify where AI can improve operational efficiency, service quality, employee productivity, and policyholder experience. 

Key Responsibilities 

Act as the Insurance Industry SME 

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

• Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations 

• Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities 

Advise on AI Use Cases, Journeys, and Value 

• Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service 

• Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder experience 

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

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

Raise Industry Readiness Across NiCE 

• Educate consultants, leaders, and cross-functional teams on insurance trends, customer 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 insurance customer engagements 

• Stronger alignment between NiCE AI solutions and insurance customer priorities 

• Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives 

• Increased internal readiness and fluency in insurance and AI-related conversations 

• Meaningful contribution to customer outcomes, workflow improvement, and AI value realization 

Required Qualifications 

• 12+ years of experience in insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory 

• Deep expertise in one or more insurance sectors such as property and casualty (P&C), life insurance, health insurance, or insurtech 

• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within insurance service or operations environments 

• Strong understanding of customer service and contact center operations in insurance organizations 

• Strong knowledge of policyholder journeys and service processes across claims, policy servicing, billing, underwriting support, and FNOL 

• Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, claims cycle efficiency, 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 insurance 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 regulatory and responsible AI considerations within insurance operations