Senior Specialist Business Consultant (Change Management & Evangelist, AI Incubation)

Overview

Lead the people side of SPARK, NiCE's internal AI incubation team, by preparing teams for change, building AI confidence and skills, and driving adoption of new AI solutions across CX International.

What you'll do

• Assess change impact and readiness for each solution, and map stakeholders, concerns, and the behaviours that need to shift.
• Serve as the primary on-the-ground team leader for SPARK initiatives, providing hands-on support throughout rollout and adoption phases.
• Build and run change, communications, and rollout plans for each global launch, tailored to regions, roles, and time zones.
• Work with the Project Manager so change milestones sit inside the delivery plan, not after it.
• Address resistance and concerns openly, including questions about roles and job security, with honest and consistent messages.
• Design and deliver role-based training, workshops, office hours, and self-paced content that teach people to use SPARK solutions in their own workflow.
• Create and maintain the SPARK playbook: guides, templates, FAQs, and good-practice examples.
• Promote responsible and secure use of AI, in line with company guidance.
• Be in constant engagement with key stakeholders and users to identify engagement roadmap.
• Tell the SPARK story through demos, showcases, town halls, and internal roadshows.
• Build and run a network of AI champions across business units who help their peers adopt new tools and share what works.
• Collect ideas from across the organisation and encourage colleagues to bring them to SPARK.
• Act as a trusted adviser to senior leaders on how to lead their teams through AI-enabled change.
• Draft and send communications as required for CX International, ELT as project sponsor, working with NiCE Comms team and HR.
• Define adoption and value measures: active use, depth of use, sentiment, behavior change, and benefits realized.
• Run feedback loops with users, the Support Helpdesk, and the architects, turning recurring issues and requests into improvements.
• Report adoption progress and lessons learned to sponsors, CX International Senior Leadership and steering committees.

What you'll need

• Bachelor's degree in business, Organisational Development, Communications, Technology, or a related field, or equivalent experience.
• 12-18 years of experience in change management, transformation, or enablement, including a background in management or technology consulting.
• Proven record of leading change for technology rollouts and shifts in ways of working, across multiple regions or business units.
• Strong knowledge of structured change approaches such as Prosci ADKAR, Kotter certification, or equivalent.
• Excellent storytelling, facilitation, and presentation skills, including with senior executives.
• Experience designing and delivering training and enablement programs for non-technical audiences.
• Hands-on fluency with generative AI tools such as Claude, ChatGPT, or Copilot, and a practical sense of what they can and cannot do.
• Experience in using Notebook LLM, Synthesia, Beautiful.ai or equivalent.
• Ability to influence across teams without direct authority, and to use data to show progress.
• Fluency in English.

Nice to have

• Experience in software, SaaS, or technology companies or working for consulting company.
• Agentic AI adoption project outside of India.
• Experience running AI or digital champion networks.
• Prosci ADKAR or an equivalent change management certification.
• Instructional design or learning and development experience.
• Experience speaking at internal or external events.
• Experience working with teams across APAC, EMEA, and the Americas.

Details

• Location: Pune, India.
• Work mode: NiCE-FLEX hybrid model, 2 days from the office and 3 days remote each week.
• Reporting into: Jean Lee, Vice President, Business Operations, Sales Ops.
• Requisition ID: 11872.