Change Management & Evangelist, AI Incubation (SPARK)

SPARK | CX International Internal Incubation Team | Location: Pune

So, what’s the role all about?

NiCE is building SPARK, a new internal incubation team that turns great ideas from across CX International into working AI solutions, and then into enterprise-grade tools that roll out to colleagues around the world. A tool only creates value if people use it, so we need a change leader who can make AI feel useful, safe, and exciting.

As Change Management & Evangelist, you will lead the people side of everything SPARK delivers - preparing teams for change, building AI confidence and skills, and creating the energy that turns a new tool into a new habit. You bring a consulting background, so you know how to diagnose, structure, influence, and deliver, and how to tell a story that moves senior leaders and front-line teams alike.

You will be a visible champion of AI for CX International. You will demo, teach, listen, and bring what you hear back to the builders. You will work closely with the Project Manager, the Business Analyst, the AI Architects & Builders, and the Support Helpdesk, Field Sales Enablement team, HR Business Partners.

How will you make an impact?

You will own adoption for every SPARK solution, from the first conversation with the business through to sustained use at scale and be the voice of SPARK across the organization.

Plan and Lead Change

• 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

Build AI Fluency and Skills

• 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

Be the Evangelist

• Tell the SPARK story through demos, showcases, town halls, and internal roadshows that show what is possible and what is already working
• 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.

Measure and Improve Adoption

• 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

Have you got what it takes?

• 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

You will have an advantage if you also have:

• Experience in software, SaaS, or technology companies or working for consulting company
• Agentic AI adoption project outside of India is a plus
• 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

What’s in it for you?

SPARK is a chance to be a founding member of a brand-new team, and to shape how NiCE turns AI ideas into everyday tools used by colleagues around the world.

Join an ever-growing, market-disrupting, global company where the teams, comprised of the best of the best, work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about AI, innovative at heart, and excited to constantly raise the bar on what intelligent technology can do, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11872

Reporting into: Jean Lee , Vice President, Business Operations. Sales Ops