Principal AI Consultant, Healthcare Services, AI COE

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Principal AI Consultant, Healthcare Services, AI COE   Role Summary   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, 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 healthcare provider operations, patient 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 provider environments and identify where AI can improve access, service quality, workforce productivity, and patient experience.   Key Responsibilities   Act as the Healthcare Provider SME   Serve as the primary Healthcare Provider subject matter expert within the AI Adoption COE   Bring deep understanding of provider operations, patient access, service workflows, and operating models into internal and customer-facing conversations   Help internal teams speak credibly to healthcare provider priorities, service challenges, and transformation opportunities   Advise on AI Use Cases, Journeys, and Value   Identify high-value opportunities for AI across provider service environments, including patient access, appointment scheduling, referral management, authorizations, billing inquiries, care navigation, nurse triage support, and digital self-service   Advise on where AI can automate workflows, augment staff, reduce friction, and improve patient 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 highly sensitive and regulated patient 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 healthcare provider customers   Raise Industry Readiness Across NiCE   Educate consultants, leaders, and cross-functional teams on provider trends, patient 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 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   Required 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   Preferred Qualifications   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   About NiCE 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 trans