# NiCE — Recruiter Screen (Kylee Killpack, Talent Acquisition)

**Date:** 2026-06-03
**Interviewer:** Kylee Killpack — TA, ~3 weeks into her role (so role detail is secondhand)
**Role:** Principal Business Consultant, AI — AI Center of Excellence
**Outcome:** REJECTED after this screen (email 2026-06-06) — did not advance to the HM round. Likely structural: backfill + domain-fit filter (contact-center stretch, flagged from day one). Comp ($150K) and communication were not the issue.

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## Questions Kylee asked

**Q: What do you know about NiCE?**
A: Small joke about now officially knowing how it's pronounced. Mentioned the increase in AI features/workflows, the CXone Mpower platform, serving 80+ of the Fortune 100, and helping enterprise support customers improve their experience in multiple ways.

**Q: Experience with contact center?**
A: At Autzu (product operations) worked closely with an offshore contact center and the local dev team — liaison between business and tech. Integrated the contact center into Autzu's own app/software to manage driver support needs.

**Q: Exec buy-in example?**
A: Tight timeline on a large platform; had to convince the CMO and CTO to introduce transactional emails as a feature needing more dev resources. Scoped it tightly to limit dev time; argued build-now-not-later (too much tech debt to refactor later; clear win for a unified digital experience across the customer journey). CSAT surveyed pre/post release to show the change. **(Did not give specific numbers.)**

**Q: AI automation/workflow adopted in a company?**
A: Framed as AI-adjacent (no approved AI tools at Ting yet). Used Zapier + Zendesk Support to cut **25% of total customer onboarding duration** to start self-scheduling. **(Hedged — called it "only a baby step," noted she left before the full feature started.)**

**Q: AI automation otherwise?**
A: Built a product to solve her own problem — Cubbylist (Metro Vancouver daycare search + provider engagement). Built end-to-end with Claude Code, from site generation to payments. **(Self-noted afterward: not the sharpest example for the question, but went with it.)**

**Q: Favorite thing about what you do?**
A: Working with others / collaboration. Big part of why she enjoyed PM — cross-functional work, learning from other teams, seeing collaborative outcomes.

**Q: Comp expectations?**
A: $150K, in line with this type of role. **Kylee agreed.**

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## Intel from Kylee

- Role is a **backfill**.
- **AI Center of Excellence** ensures AI software works correctly for clients — comes in **after sales and architects** finish their work (post-sales delivery/adoption).
- **Hiring Manager:** Director (?), **7 direct reports**, reports up to **VP of Professional Services** (VP has ~250 people).
- HM is **based in Canada**; the consultant team is **US/CAN**.

## Next stages

1. 1:1 with hiring manager.
2. In-depth **technical interview** about software experience. ← main exposure point (contact-center domain).
3. *(Tentative)* case study for a mock client.

Update likely **Friday 2026-06-05**.

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## Debrief & coaching (action items)

**What landed:** advancing, comp agreed, good rapport (the joke), found a real contact-center example (Autzu), collaboration answer on point.

**Fixes before next rounds:**
1. **Stop hedging.** Diminished the 25% onboarding win ("baby step," "left before full feature"). Own the number, full stop. Highest-priority behavioral fix.
2. **Bring numbers.** Exec buy-in had no metrics — reconstruct the CSAT delta. ROI is the currency of this role.
3. **Sharper AI-automation example.** Separate "built an app with AI" (Cubbylist) from "automated a process with AI" (the question asked). Have both ready.
4. **Develop the Autzu story.** Best domain bridge: what platform the contact center ran on, what "integrated into our app" meant technically, how she managed offshore + local dev, and the call-volume −15% outcome.

**Positioning confirmed:** client-facing delivery/adoption consulting in Professional Services — NOT internal PM, NOT sales, NOT architecture. Lead with delivery discipline (50K-user migration, program mgmt).

**Next builds (once HM round scheduled):** contact-center domain primer (for the technical round) + HM-round prep doc.