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 prog