We are seeking an AI delivery‑driven leader to guide complex, customer‑facing projects from initiation through closure. In this role, you will provide strategic directions across end‑to‑end delivery, act as the primary client partner, and ensure clear, consistent communication up to the leadership level.  You will work closely with technical, product, and AI/GenAI stakeholders to drive roadmap alignment, support go‑to‑market readiness, and proactively manage risks, dependencies, and escalations.

Role Description:

• Manage high‑visibility software and AI/GenAI projects, ensuring alignment with scope, timelines, and customer expectations.
• Manage project plans, schedules, RAID logs, and core project documentation.
• Provide consistent communication with executive leadership.
• Drive ownership, accountability, and escalation management.
• Guide teams through the full project lifecycle.
• Mentor project managers and support PMO best‑practice maturity.
• Navigate shifting priorities and adjust delivery approaches as needed.

AI Project Delivery Experience (Required) 

• Led end‑to‑end delivery of conversational AI, LLM, and NLU solutions across scoping, execution, UAT, and deployment.
• Assessed AI use cases and evaluated data readiness, including ingestion, quality, labeling, and dependency tracking.
• Collaborated with engineering, product, R&D, and presales teams to validate model accuracy, output quality, and overall performance.
• Set and managed customer expectations while coordinating cross‑functional delivery across technical and business teams.
• Identified and mitigated AI‑specific risks such as model drift, hallucinations, data issues, and expectation misalignment.
• Applied hands‑on prompt engineering with a clear understanding of prompting limitations and optimization strategies.
• Leveraged AI tools in daily workflows for automation, data analysis, content generation, and quality validation.
• Defined and monitored AI performance KPIs, translating metrics (e.g., accuracy, containment, hallucination rate, latency, cost per inference) into actionable insights.
• Managed AI cost drivers, e.g. token usage, model selection, prompt structure, and architecture optimization for efficiency and performance.
• Ensured compliance with AI safety, governance, and security standards, implementing guardrails, redaction practices, and structured evaluation frameworks.

PM Experience:

• 8+ years of project management experience leading complex, customer‑facing software delivery projects.
• Proven success managing full end to end delivery using Agile, Waterfall, and hybrid methodologies.
• Experience delivering technical, SaaS, and AI/GenAI projects.
• Strong analytical skills with a track record of managing risks, revenue, and escalations.
• Excellent communication & expectation management
• Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, & Power BI).
• PMP certification required.

What’s in it for you? 

• 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, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

We are seeking a highly accomplished Principal Project Manager with deep experience delivering complex, enterprise‑scale AI Programs. This role leads strategic customer programs, drives cross‑functional alignment, and partners directly with senior executives to ensure successful delivery of high‑visibility AI and software projects. The ideal candidate brings 15+ years of project/program management experience, a proven record of leading AI/GenAI deployments, and exceptional leadership in guiding project teams, influencing stakeholders, and shaping customer outcomes.

Role Description:

As a Principal Project Manager, you will own the delivery strategy for large, multi‑workstream AI programs, ensuring clarity of scope, alignment with business value, and disciplined execution from kickoff through business adoption.  You will operate as the senior point of accountability, navigating executive‑level discussions, managing complex risk landscapes, and mentoring PMs and cross‑functional contributors.

AI Project Delivery Experience (Required):

• Lead end‑to‑end delivery of enterprise AI, GenAI, and software programs.
• Serve as the senior executive‑level partner for customers.
• Oversee delivery plans, governance, resourcing, and issue resolution.
• Guide technical, product, engineering, data science, and AI/ML teams.
• Drive executive readouts and steering committee sessions.
• Mentor project and program managers.
• Influence prioritization and roadmap decisions.
• Navigate ambiguity and multi‑team environments.
• Full‑lifecycle AI/GenAI program leadership.
• Experience with conversational AI, LLMs, NLU, and automation.
• Evaluation of AI models, data readiness, and performance KPIs.
• Hands‑on prompt engineering and quality evaluation.
• Risk mitigation across AI safety, governance, and compliance.
• Cost optimization for AI/ML operations.

PM Experience:

• 15+ years managing enterprise technology programs.
• Extensive AI/GenAI delivery experience.
• Proven executive‑level communication and relationship management.
• Strong financial, analytical, and strategic decision‑making.
• Expertise with MS Project, Salesforce, Power BI, Rocketlane, etc.
• PMP required; PgMP or AI PMI preferred.

What’s in it for you? 

• 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, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

We are seeking an AI delivery‑focused Project Manager to support customer‑facing software and AI/GenAI projects from initiation through closure. In this role, you will manage day‑to‑day project delivery, coordinate with technical and business stakeholders, and ensure clear communication across teams. You will help drive execution, manage risks and dependencies, and support a predictable, high‑quality customer experience.

Role Description:

• Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations.
• Build and maintain project plans, schedules, RAID logs, and core delivery documentation.
• Communicate project status, risks, and dependencies to customers and internal stakeholders.
• Support escalation handling with professionalism and timely follow‑through.
• Coordinate cross‑functional teams through the project lifecycle.
• Contribute to PMO best‑practice adoption and continuous improvement efforts.
• Adjust project plans based on changing priorities or customer needs.

AI Delivery Experience (Preferred) 

• Manage software delivery of conversational AI, LLM, or NLU projects.
• Ability to assess AI use cases at a basic level and support evaluation of data readiness.
• Partner with technical teams to understand model performance and output quality considerations.
• Support customer expectation‑setting across AI/GenAI implementations.
• Help identify and track AI‑specific risks (e.g., data issues, model behavior, hallucinations).
• Familiarity with prompt engineering concepts and prompting limitations.
• Use AI tools in daily work for automation, analysis, or documentation.
• Assist with monitoring and reporting AI performance KPIs.
• Awareness of AI cost drivers such as token usage and model selection.
• Understanding of AI governance and safety basics, including guardrails and data‑handling practices.

Project Management Experience:

• 5+ years managing customer‑facing software or SaaS delivery projects.
• Experience delivering projects across Agile, Waterfall, or hybrid methodologies.
• Exposure to technical, SaaS, and/or AI/GenAI project environments.
• Strong problem‑solving and risk‑management abilities.
• Effective communication, organization, and stakeholder‑engagement skills.
• Proficiency with project management tools (MS Project, Salesforce, Rocketlane, Power BI preferred).
• PMP certification preferred.

What’s in it for you? 

• 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, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

So, what’s the role all about?

The Client Services Project Manager leads the implementation of NICE products after a sale is completed through direct or indirect channels. This customer-facing role involves significant partner and customer interaction and requires strong communication, professionalism, and the ability to coordinate cross-functional delivery.

As a Client Services Project Manager, a typical day might include the following:

1. Lead end-to-end delivery
• Direct and manage project execution from initiation through closure, ensuring delivery is completed on time, within scope, and aligned to success criteria.
2. Initiate and align stakeholders (internal + external)
• Define project scope, goals, and deliverables in collaboration with internal stakeholders and external stakeholders (partners and customers).
• Bridge the gap between stakeholders by facilitating clear communication, aligning expectations, and translating business needs into actionable delivery plans.
3. Conduct project kick-offs and establish governance
• Lead project kick-off meetings with internal teams and external stakeholders (partners and customers) to align on objectives, delivery approach, roles/responsibilities, governance, risks/dependencies, timelines, and communication cadence.
4. Build and manage the project plan
• Develop and maintain project plans, diagrams, and communication artifacts.
• Plan and schedule timelines, milestones, and deliverables using appropriate tools; track progress and outcomes.
5. Resource and dependency management
• Estimate resources needed and negotiate allocation with department/implementation managers.
• Identify and manage dependencies and the critical path to maintain delivery momentum.
6. Risk, change, and issue management
• Proactively manage scope changes, identify potential risks/issues, and implement contingency plans to minimize delivery impact.
7. Reporting and customer communications
• Develop and deliver status updates, progress reports, proposals, requirements documentation, and presentations.
• Communicate effectively and professionally with customers and internal teams throughout the project lifecycle.
8. Relationship management
• Build, develop, and maintain business relationships critical to project success across customers, partners, and internal stakeholders.
9. Closure and continuous improvement
• Obtain customer sign-off confirming the project's completion and acceptance.
• Conduct project retrospectives and produce recommendations to improve delivery outcomes.
• Develop best practices and reusable tools/templates to improve project execution and consistency.
10. Compliance
• Follow the company Code of Ethics and applicable policies and procedures at all times.

To Land This Gig You’ll Need

Education

• Bachelor’s degree in Business Management or a related field, or equivalent relevant work experience.

Experience

• 5–10+ years of customer-facing project management experience (enterprise preferred).
• Experience in call center/contact center environments; telephony and/or call recording industry experience preferred.
• Demonstrated success in delivering projects on time and within scope.

Core Skills & Competencies

• Strong project planning, coordination, and execution skills.
• Excellent written and verbal communication; confident in executive/customer-facing settings.
• Strong understanding of technology and the software development lifecycle (SDLC).
• Resource, risk, and change management capabilities.
• Critical thinking and problem-solving skills; able to make independent, sound decisions.
• Financial and budget competency.
• Highly organized; comfortable planning several months in advance.
• Ability to motivate and influence cross-functional teams.

Certification

• PMP certification required (PMI).

Requisition ID: 10828
Reporting into: Tech Manager
Role Type: Individual Contributor

What's the Role All About?
The Software Engineer, AI is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem.  As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.  

 How Will You Make an Impact? 

• Technical Implementation and Configuration:  
• Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
• Build and maintain integrations using APIs, modern web technologies, and authentication standards.
• Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
• Develop proofs of concept (PoCs) and production-ready solution components.
• Support testing, validation, and go-live activities to ensure solutions are functioning as expected across customer environments. 

• Technical Problem Solving & Quality:  
• Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
• Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
• Ensure implementations meet quality, performance, security, and usability standards.
• Produce documentation including specifications, test cases, and deployment materials. 
  
  
• Collaboration with Implementation Teams:  
• Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
• Participate in customer workshops to clarify technical details, validate feasibility, and provide subject‑matter input.
• Maintain clear and consistent communication across cross‑functional delivery teams.

Have You Got What It Takes? 

• Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Technical Skills:
• Strong proficiency in JavaScript; Python familiarity is a plus.
• Solid understanding of:
• REST API integration patterns
• Modern authentication (OAuth2, OIDC, SAML)
• Browser and web security (CORS, X Frame Options)
• HTML/CSS and front-end fundamentals
• Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
• Strong understanding of conversational UX, AI driven interfaces, and prompt engineering techniques.
• Communication and Collaboration:
• Clear, confident written and verbal communication skills.
• Comfortable engaging with customers to explain technical concepts and implementation decisions.
• Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
• Authored detailed design documents, functional requirements documents, test use cases, and deployment guides to support implementation and delivery.

You Will Have an Advantage If You Also Have: 

• Experience designing and deploying enterprise-grade conversational flows and AI orchestration. 
• Experience with NiCE CXone products or other cloud-based contact center platforms. 
• Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).
• Experience with monitoring, logging, and debugging tools for distributed systems.
• Knowledge of databases (SQL/NoSQL) and data integration patterns.
• Experience working in Agile/Scrum teams and participating in sprint planning and retrospectives.

What’s in it for you?
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, innovative, and excited to constantly raise the bar, 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: 10592
Reporting To: Manager, Professional Services
Role Type: Individual Contributor

Position Overview: 
The Professional Services Implementation Engineer, AI is a customer-facing, billable role responsible for delivering specialized AI-driven solutions within the NICE CXone platform. This role blends technical implementation expertise with conversational design leadership, enabling customers to build engaging, effective AI agents, including chatbots, voicebots, knowledge assistants, and multimodal experiences.

Key Responsibilities:

Technical Implementation

• Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers.
• Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities.
• Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability.
• Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures.
• Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization.
• Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance.
• Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements.
• Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency.
• Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues.
• Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions.

Conversational Design & User Experience

• Design intuitive AI applications that prioritize user-centric interactions and seamless experiences.
• Define user intents, journeys, and decision paths to map out logical and efficient customer interactions.
• Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency.
• Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience.
• Develop AI assistant personas and multimodal interaction patterns to humanize the interface.
• Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards.

 Project Management & Collaboration:

• Partner with project managers on solution design and delivery.
• Manage lifecycle development, change control, and risk mitigation.
• Deliver enablement for partners and customers.

 Leadership & Internal Enablement:

• Mentor colleagues on AI configuration and conversational design.
• Produce reusable documentation, templates, and guidelines.
• Advocate for AI and design tooling.

 Qualifications:

Education & Experience

• Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
• 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.

Technical & Functional Expertise

• Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions.
• Experience supporting large enterprise environments, including complex integrations and deployments at scale.
• Proficient with CRM integrations, APIs, and related ecosystem technologies.
• Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.
• Familiarity with API testing and documentation tools such as Postman and Swagger.

Solution & Delivery Skills

• Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.
• Experienced in creating detailed use cases, test plans, and UAT guidance.
• Skilled in managing customer escalations while maintaining strong client relationships.

Desired Personal Traits

• Analytical, inquisitive, and committed to continuous improvement.
• Creative problem-solver able to design solutions for complex challenges.
• Customer-centric with strong empathy for end users and business stakeholders.
• Team-oriented with exceptional interpersonal and collaboration skills.
• Strong facilitation and communication abilities, capable of simplifying complex AI concepts.
• Comfortable navigating ambiguity and iterating in fast-paced environments.
• Systems thinker with an understanding of how technical components and user experience interconnect.
• Early adopter of innovative technologies with a passion for experimentation.
• Strong sense of accountability, ownership, and professional presence.
• Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?
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, innovative, and excited to constantly raise the bar, 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: 10120
Reporting To: Tech Manager
Role Type: Individual Contributor

So, what’s the role all about?
Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client’s NICE portal and integrating it into their business processes. They take primary responsibility for setting up and implementing technical systems and applications, leveraging configuration tools, programming knowledge, and project management expertise.

How will you make an impact?

• Collaborate with clients to gather requirements and design tailored implementation strategies.
• Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
• Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.
• Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.
• Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.
• Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.
• Document configuration steps, create process plans, and develop guides for specific products or features.
• Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.
• Provide feedback to the Product Management team to support product enhancements and client needs.
• Use project management and ticketing tools like Asana, Rocketlane, Salesforce, Jira, and Confluence to track and manage implementation workflows.

Have you got what it takes?

• Bachelor’s degree in Telecommunications, Computer Science, or a related field.
• 3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.
• Previous experience in project implementation, customer service, or technical support is required.
• Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.
• Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.
• Experience with APIs, webhooks, and integrating third-party systems.
• Familiarity with IVR systems and contact center workflows.
• Basic knowledge of Data Base and writing SQL queries
• Proficiency in troubleshooting and problem-solving in complex technical environments.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-motivated with strong organizational and time management skills.

Preferred Skills:

• 2 years of experience working with the LiveVox or NICE CXone Product Line and Configuration Tools, or other contact center solution(s)
• Knowledge of cloud technologies and platforms (e.g., AWS, Azure).
• Experience in implementing digital channels such as Email, SMS, Chat, and Chatbot, etc.
• Certification in project management methodologies (e.g., PMP, Agile).

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 9805
Reporting into: Manager
Role Type: Individual Contributor

What's the Role All About? 

 The Manager, Business Consulting (AI Adoption ), is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position will lead a team responsible for driving measurable adoption, consumption, and business value across our AI customer base.

This is a people leadership role focused on ensuring customers achieve sustained usage and operational impact from AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI. You will lead a team of consultants, partner cross-functionally across Customer Success, Product, Delivery, Sales, and Engineering, and help build the repeatable motions required to scale AI adoption globally.

This role is not focused on feature enablement alone. It is focused on business outcomes, workflow integration, value realization, and adoption at scale.

How Will You Make an Impact? 

As the Manager,Business Consultant, you will

• Lead and develop a team of AI Adoption Consultants
• Drive adoption and consumption outcomes across a portfolio of enterprise AI customers
• Build and improve repeatable adoption playbooks, scorecards, and operating rhythms
• Partner with internal teams to remove blockers and accelerate customer time-to-value
• Translate AI usage into business value, operational KPI improvement, and executive-ready narratives

Team Leadership

• Manage, coach, and develop a team of AI Adoption Consultants
• Set clear expectations, inspect quality of work, and drive a high-performance culture
• Support hiring, onboarding, capability building, and talent development
• Ensure team execution is aligned to customer outcomes and business priorities

AI Adoption & Value Realization

• Lead adoption strategy across a portfolio of enterprise AI customers
• Ensure customers achieve sustained usage targets and measurable business impact
• Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans
• Oversee adoption scorecards, account reviews, and executive-ready action plans
• Reduce time-to-value and improve adoption consistency across the portfolio

Workflow & Operational Transformation

• Guide teams in embedding AI into contact center workflows, agent routines, and customer journeys
• Help customers redesign processes to improve containment, reduce manual effort, and increase productivity
• Ensure AI solutions are operationalized, not just deployed

Cross-Functional Leadership

• Partner with Customer Success, Product, Engineering, Delivery, Sales, Education, and Support teams to accelerate adoption outcomes
• Escalate systemic blockers and influence action across internal stakeholders
• Bring customer insights and Day 2+ feedback into product and process improvement discussions

Business Value Storytelling

• Connect AI adoption to contact center KPIs and business outcomes
• Help customers and internal stakeholders understand the operational and financial impact of AI
• Support executive business reviews with clear, data-driven insights and recommendations.

Success Measures

Success in this role will be measured by:

• Sustained AI usage growth across assigned customer portfolio
• Achievement of adoption targets within six months of go-live
• Reduction in time-to-value
• Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity
• Quality and consistency of team execution
• Customer satisfaction, executive confidence, and referenceability

Have You Got What It Takes? 

• 18+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization
• 4+ years of experience leading direct reports in a customer-facing or consulting environment
• Strong experience working with enterprise customers in complex, matrixed environments
• Proven success driving measurable business outcomes and KPI improvement
• Strong understanding of contact center operations and key service metrics, including: AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity
• Experience leading cross-functional initiatives involving AI, automation, workflow redesign, or conversational AI
• Strong executive communication, coaching, and stakeholder management skills
• Strong analytical and problem-solving ability with a bias for action

You Will Have an Advantage If You Also Have: 

• Experience with NICE, Genesys, Five9, or other CCaaS platforms
• Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia
• Experience in SaaS, CCaaS, or large-scale service operations
• Change management training or certification
• Familiarity with generative AI and enterprise AI use cases

What’s in it for you? 

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, innovative, and excited to constantly raise the bar, 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 -  10422

Reporting Into: Director , Professional Services

Role Type: People Management 

What's the Role All About? 

The Software Engineer is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem.  As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.  

How Will You Make an Impact? 

• Partner with business stakeholders to map current workflows, identify ROI-backed opportunities (reduced effort, improved employee experience, measurable efficiency gains), and define future-state toAI-enabled processes.
• Design, build, and iterate AI solutions and automations in n8n, Copilot Studio, and other AI/automation tools; create reliable agents and assistants that remove manual work.
• Understand and work within NiCE internal processes and systems (e.g., CRMs, knowledge bases, ticketing/support tools, and operational platforms) to ensure solutions fit real-world constraints.
• Collaborate with IT and Developers when needed to overcome technical obstacles, integrate securely with enterprise systems, and scale solutions.
• Enable and upskill internal support teams to use AI effectively—through reusable patterns, playbooks, coaching, and hands-on problem solving.
• Maintain expertise in modern AI approaches and apply them pragmatically to internal operations, including LLMs, RAG, GPT-based assistants, Copilot ecosystems, MCP servers, APIs, JSON, and light scripting. Use AI tools to debug and resolve workflow or code errors.

Have You Got What It Takes? 

• 2+ years of experience in solutioning, business process improvement, operations consulting, or similar roles driving cross-functional change.
• Proven ability to translate operational needs into practical AI use cases and deliver outcomes against clear success metrics.
• Strong, applied knowledge of AI and NLP technologies (LLMs, RAG, GPTs, Copilot-style assistants, AI agent patterns, MCP servers).
• Hands-on experience building automations/assistants with n8n (or comparable orchestration tools); comfort developing in Copilot Studio or similar platforms.
• Working knowledge of API integrations, JSON, and basic coding/scripting; able to use AI tools to debug and manipulate code or automation errors.
• Demonstrated curiosity and ongoing personal or professional use of AI tools to improve workflows—someone who experiments, learns fast, and brings practical AI habits into the role.
• Excellent stakeholder management and communication skills, with the ability to drive adoption and help others become effective with AI.
• Comfortable operating in a fast-paced environment, balancing multiple initiatives and iterating quickly based on feedback and results.

What’s in it for you? 

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, innovative, and excited to constantly raise the bar, 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. 

About NICE

NICE Ltd. (NASDAQ: NICE) is an innovation leader in AI, cloud, and digital solutions, serving over 25,000 global businesses, including 85 of the Fortune 100 corporations. With over 8,500 employees across 30+ countries, NICE software handles more than 120 million customer interactions and monitors over 3 billion financial transactions daily. NICE is committed to diversity and inclusion, ensuring equal opportunities for all candidates.

Requisition ID: 10542
Reporting into: Tech Manager
Role Type: Individual Contributor

So, what’s the role all about? 

We’re seeking a skilled Professional Services Engineer to deliver tailored technical solutions, successful deployment, configuration, and integration of our software solutions for clients. You’ll work closely with customers and internal teams to translate business needs into scalable, data-driven solutions. 

This role requires hands-on experience of Advanced Call Flow configurations, Digital Channel and basic knowledge Bot configurations.  You’ll support data integration, automate processes, and help clients get the most value from our platform. 

 How will you make an impact?   

• Collaborate with clients and internal account teams to gather requirements, understand business needs, and deliver tailored reporting solutions. 

• Install, configure, and customize the company’s software products in client environments  

• Work closely with cross-functional teams (QA, Development, Product) to stay aligned on feature changes and data impacts. 

• Train customers and internal stakeholders on product features and best practices 

• Document solutions, timelines, deliverables, and technical details to ensure clarity and continuity across projects. 

• Present project updates, outcomes, and recommendations to internal stakeholders and client leadership. 

• Manage multiple client projects in a fast-paced environment while ensuring timely and high-quality delivery. 

• Contribute to continuous process improvement and knowledge-sharing across the Professional Services team. 

Have you got what it takes?  

• 2+ years of experience in professional services, technical consulting, or enterprise software implementation. 

• Knowledge of CCaaS, IVR configuration, and an understanding of multi-channel communication such as SMS, chat, etc. 

• Proficiency in SQL, with the ability to write optimized queries  

• Hands-on experience with relational databases such as MySQL and Oracle. 

• Strong analytical and problem-solving skills with attention to detail. 

• Excellent communication skills with a customer-focused approach. 

• Ability to manage multiple client projects while maintaining high quality and responsiveness. 

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. 

 What’s in it for you? 

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

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 transactions. 

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. 

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.  

Requisition ID:  10724
Reporting into:  Tech Manager , Professional Services
Role Type:  Individual Contributor

 So, what’s the role all about?

The Education professional supports global training operations through LMS-driven processes, customer communication, and core coordination activities. The role requires strong operational accuracy, independent handling of requests, excellent written communication, and ownership of key activities such as registrations, certifications, scheduling, reporting, and gap analysis. The coordinator is expected to work comfortably in a system-driven environment and contribute to ongoing process improvements, including the adoption of automation and AI-enabled solutions

How will you make an impact?

Support global customers, partners, and internal teams with training registrations and related queries.

Manage end-to-end training coordination, including scheduling classes, enrolments, approvals, prerequisites, and user training records in the LMS.

Respond to LMS-related queries such as account status, access issues, and routine administrative tasks.

Independently manage shared inbox requests with clear, professional written communication.

Actively promote relevant training programs and communicate suitable portfolio options to customers and stakeholders.

Generate operational reports and support training gap analysis for customers and internal stakeholders.

Maintain high data quality and consistency within the LMS and related systems.

Collaborate with Training Delivery teams to plan and schedule sessions for smooth execution.

Take proactive ownership of tasks, requests, and follow-ups.

Contribute to process improvements and adoption of automation and AI-assisted tools.

Have you got what it takes?

Bachelor’s degree preferred, or equivalent experience in training operations, administration, or a related field

Hands-on experience working with a Learning Management System (LMS) in an operational or administrative role.

Experience with Cornerstone (CSOD) or similar enterprise LMS is a strong advantage.

Ability to work independently in an LMS-driven environment and other operational systems.

Strong attention to detail and operational accuracy.

Excellent written communication skills in English.

Strong organizational and time-management skills.

Ability to collaborate effectively with cross-functional teams.

Proactive and solution-oriented approach.

Ability to manage multiple requests in a structured, process-driven, and fast-paced environment.

Openness to process improvements and adoption of automation or AI-assisted tools.

Willingness to learn new systems and adapt to evolving processes.

Proficiency in Microsoft Office, especially Excel.

Ability to support a global user base across time zones.

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10491

Reporting into: Tech Manager
Role Type: Individual Contributor

So, what’s the role all about?

The Manager, PMO – AI serves as a team manager while leading client-facing AI program governance, delivery assurance, and cross-functional alignment.  This role manages AI/Machine Learning (ML) project lifecycles, ensures responsible AI practices, and partners directly with enterprise clients on strategy, roadmaps, and measurable outcomes.

How will you make an impact?

Client-Facing Responsibilities

• Serve as primary executive-facing PMO leader for AI programs.
• Translate client business objectives into AI roadmaps, Objectives & Key Results (OKRs), and Key Performance Indicators (KPIs).
• Present portfolio status, risks, options, and value realization to client executives.
• Lead steering committees, Quarterly Business Reviews (QBRs), and executive communication.

PMO Leadership & Governance

• Establish PMO standards tailored to AI, including AI/ML lifecycle stage gates.
• Run portfolio intake, prioritization, funding, and benefits tracking.
• Implement AI-augmented reporting, dashboards, and risk sensing.

AI Program Delivery

• Oversee end-to-end delivery of AI solutions, including data readiness, model validation, deployment, and adoption.
• Ensure alignment to responsible AI principles and compliance.
• Partner with Data/ML Engineering, MLOps, Security, and Business stakeholders.

People Leadership

• Lead, mentor, and coach PMs, TPMs, and analysts.
• Manage staffing, workload balancing, and performance.
• Foster a high-performing, client-centric culture.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
• 7–10+ years in program/project management; 3+ managing AI/ML initiatives.
• Proven people‑leadership experience in managing and coaching direct reports.
• Experience delivering complex, client-facing AI programs.
• Strong understanding of AI/ML concepts, data governance, and MLOps.
• Excellent executive communication and stakeholder leadership.
• PMP Certification.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

We’re seeking a dynamic Business Operations Project Manager to join our Global Customer Operations team, focusing on post-sales units like services, support, and business partners. In this role, you’ll lead end-to-end process improvement projects, from defining business requirements to successful implementation. You’ll work closely with stakeholders to identify challenges, analyze data for insights, and recommend best practices.

This position also involves managing operational issues, driving new process rollouts through workshops and training, and ensuring smooth adoption across teams. If you thrive under tight deadlines, excel at strategic problem-solving, and enjoy delivering impactful solutions, we want to hear from you!

Responsibilities: 

• Serves as a Project Manager for the Global Customer Operations organization, focused on post sales unites (Services, support, business partners etc.)
• End-to-end accountability for internal process-change projects, from business requirement definition and planning to successful delivery and implementation
• Ongoing learning, and managing discovery phases of a new business processes, while interviewing different stockholders and self-learning
• Manage discussion to identify and suggest the best practice process to handle business challenges
• Perform business analysis and provide guidance on best practices and various approaches as part of the finalized requirements
• Consume company's data and BI reports for process discovery and business insights.
• Manages and supports operational issues, new needs and questions raised by the business around post sales processes and system.
• Lead process rollout to wide population, including workshops, UAT and training
• Work effectively under pressure to meet tight deadlines and goals while keeping momentum needed to drive initiatives to completion

Requirements:

• At least 5 years of experience as a Project Manager of a global multinational environment in the software industry
• Excellent understanding of business processes
• Experience in leading discovery, solution suggestion and implementation phases in projects
• Hands-on experience with corporate applications (like SFDC, Service Now, etc.)
• Experience in writing business requirement documents
• Self-learning capabilities, via reading, interviewing and data analysis
• Managerial skills and experience in matrix management
• Experience leading multi-activities in parallel
• Experience working closely with IT
• Strong understanding and experience in organization-wide issues and be able to suggest solutions for resolution
• Successful track record in business analysis, setting priorities, shaping processes, and developing an infrastructure that creates a stronger and more efficient organization
• Highly organized, dynamic and self-motivated team player with a flexible and creative approach
• Excellent communication and coalition building skills with an ability to balance, negotiate, and work with a variety of internal stakeholders
• Experience in Consulting company - an advantage
• Knowledge in Professional Services  & Support processes and systems – an advantage

So, what's the role all about? 

This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions.  The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through Contact Center/CCaaS transformations.  As a seasoned consultant in a technology company such as NiCE, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions.  Candidates should be well experienced to act as a leading voice in maturing our VRS methodology and delivery of the services.  

This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements. This consultant will work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organisation.   

How will you have an impact? 

• Provides best practice guidance to ensure customer fully optimises their business process and maximises the full potential of the NiCE offered solution(s)  

• Designs change strategy across people, process & technology 

• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects 

• Builds long-term relationships with customers, becoming a trusted advisor 

• Provides individual accountability toward assurance of customer value realisation 

• Identifies opportunities for additional engagements through service subscription renewals and business development 

Key Responsibilities:  

• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement 

• Discover, identify and create business cases for value of the product portfolio 

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilisation of NiCE solutions across the enterprise 

• Lead complete, comprehensive organisational change management with customer during engagements 

• Own and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagement 

• Manage consulting program with continuous alignment with entire product implementation program 

• Establish and monitor progress toward business success criteria for each product and BU 

• Map business case into action items and solution design 

• Align launch strategy with use case and value priorities 

• Secure buy-in from different stakeholders (Internal and External) 

• Provide input into technical project plan, overlaying VRS activities 

• Single point of communication for business case activity and value realisation 

• Hold all parties (customer included) accountable to agreed plan and pushes execution of action items 

• Expertly handle large scale customer engagements and the VRS Program with Customers 

• Provide expert guidance and deliver strong advisory best practice Project Management and consulting. 

• Develop and deliver presentations with strategic recommendations for business impact via NiCE Solutions to senior executives 

• Develop repeat business opportunities via successful delivery, credibility and thought leadership 

• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain 

Have you got what it takes? 

• Minimum of 5 years of experience in functions and industries in which NiCE provides services 

• Minimum 5 years of leadership experience in contact center environment preferred 

• Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferred 

• Hands on experience of implementing AI/Digital products (such as Co-pilot) from a people and process perspective (such as understanding any Change Management, adoption or Value Realisation challenges).   

• Experience in business process improvement and Customer Success  

• Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership 

• Led project teams and demonstrated operational performance improvements with significant benefit. 

• Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes 

• Certification or demonstrated expertise in organisational change management 

• Multi-industry experience preferred  

• Excellent verbal, written communication and presentation skills are a must 

• Consulting firm or contact center BPO experience preferred. 

Education 

• Bachelor’s degree in a related discipline. 

• Six Sigma Certification or other Process Improvement Discipline preferred 

• Change Management certification preferred 

Miscellaneous: 

• Travel:  Must be willing to travel up to 30%. 

• Location: UK, Remote 

Requisition ID: 
Reporting into: Director, Business Consulting, VRS
Role Type: Individual Contributor

#LI-Remote

So, what’s the role all about?

The Senior Solutions Architect is a highly skilled, professional and technical individual focused on supporting NiCE internal support organizations through AI-driven initiatives. This role partners closely with internal support leaders, business stakeholders, and cross-functional teams to map processes, identify high-value AI opportunities, and deliver scalable solutions that improve internal employee support outcomes.

You will help support teams use AI to augment or automate their work through AI agents, assistants, and workflow automations—using platforms such as n8n as a core part of the solution stack. You’ll combine strong business operational knowledge with hands-on AI expertise, doing some development yourself while also enabling others to confidently use AI tools to solve their own problems.

How will you make an impact?  

• Partner with business stakeholders to map current workflows, identify ROI-backed opportunities (reduced effort, improved employee experience, measurable efficiency gains), and define future-state AI-enabled processes.
• Design, build, and iterate on AI solutions and automations in n8n, Copilot Studio, and other AI/automation tools; create reliable agents and assistants that remove manual work.
• Understand and work within NiCE internal processes and systems (e.g., CRMs, knowledge bases, ticketing/support tools, and operational platforms) to ensure solutions fit real-world constraints.
• Collaborate with IT and Developers when needed to overcome technical obstacles, integrate securely with enterprise systems, and scale solutions.
• Enable and upskill internal support teams to use AI effectively—through reusable patterns, playbooks, coaching, and hands-on problem solving.
• Maintain expertise in modern AI approaches and apply them pragmatically to internal operations, including LLMs, RAG, GPT-based assistants, Copilot ecosystems, MCP servers, APIs, JSON, and light scripting. Use AI tools to debug and resolve workflow or code errors.

Have you got what it takes? 

• 5+ years of experience in solutioning, business process improvement, operations consulting, or similar roles driving cross-functional change.
• Proven ability to translate operational needs into practical AI use cases and deliver outcomes against clear success metrics.
• Strong, applied knowledge of AI and NLP technologies (LLMs, RAG, GPTs, Copilot-style assistants, AI agent patterns, MCP servers).
• Hands-on experience building automations/assistants with n8n (or comparable orchestration tools); comfort developing in Copilot Studio or similar platforms.
• Working knowledge of API integrations, JSON, and basic coding/scripting; able to use AI tools to debug and manipulate code or automation errors.
• Demonstrated curiosity and ongoing personal or professional use of AI tools to improve workflows—someone who experiments, learns fast, and brings practical AI habits into the role.
• Excellent stakeholder management and communication skills, with the ability to drive adoption and help others become effective with AI.
• Comfortable operating in a fast-paced environment, balancing multiple initiatives and iterating quickly based on feedback and results.

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

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.

So, what’s the role all about?

The NOC Manager (EMEA Site Manager) will lead NOC engineering teams in the region, ensuring operational excellence, platform reliability, and seamless collaboration with global engineering teams. This role focuses on proactive operations, system reliability, monitoring, and cross‑team alignment—not direct ownership of incident response.

How will you make an impact?  

Operational Leadership & Technical Guidance

• Provide hands-on operational and technical leadership for cloud platform and infrastructure services across the UK and EU.
• Ensure reliable service delivery by maintaining high availability, system performance, and adherence to security and resiliency standards.
• Lead, coach, and mentor NOC Engineers and Site Reliability Engineers within the EMEA region.

Team & Stakeholder Management

• Act as the primary communication bridge between EMEA engineering teams and global engineering/SRE/operations partners.
• Maintain ongoing collaboration with teams in the US, Philippines, and Pune to assist troubleshooting and technical issue resolution.
• Work with HR and executive leadership to hire, develop, and manage team performance.

Monitoring, Observability & Reliability Engineering

• Maintain and improve monitoring, alerting, and observability systems to ensure proactive detection of performance or reliability issues.
• Support cost-optimization efforts and resource utilization analysis.
• Promote adoption of SRE practices including automation, performance improvements, and reduction of toil.

NOC Operations (Non–Incident Response)

• Serve as the first technical escalation point for operational issues within the NOC/SRE team, escalating to Incident Response only when necessary.
• Support execution of approved production changes in accordance with change‑management and operational readiness processes.
• Ensure NOC workflows, runbooks, and shift operations run smoothly and efficiently.

Cross‑Functional Collaboration & Continuous Improvement

• Partner with global delivery teams to transition appropriate operational tasks into EMEA as part of follow‑the‑sun support.
• Track and report on KPIs and operational metrics for visibility to senior leadership.
• Contribute to knowledge bases, internal documentation, and structured onboarding for new team members.

Have you got what it takes?

Experience

• 6–8 years of progressive experience in NOC, Cloud Operations, or SRE‑adjacent environments.
• Experience leading teams of 5–15 engineers in operational or infrastructure‑focused roles.
• Proven experience supporting high‑uptime cloud platforms or enterprise SaaS infrastructure.

Technical Skills

• Strong working knowledge of cloud platforms (Azure, AWS); certifications preferred.
• Familiarity with monitoring and observability technologies (e.g., CloudWatch, Azure Monitor, Prometheus, Grafana, Elasticsearch).
• Good understanding of NOC workflow management, SRE practices, and operational maturity.
• Experience with cloud operations, databases, and production support processes is a plus.

Professional Skills

• Excellent written and verbal communication, with ability to translate technical detail for diverse audiences.
• High ownership mindset with proactive problem‑solving skills.
• Ability to work flexible hours to support global operations and business-critical needs.
• Strong collaboration skills and experience working across distributed teams and regions.

What’s in it for you?

Learn more about the Benefits at NICE

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, innovative, and excited to constantly raise the bar, 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.

#LI-Hybrid

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 transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. 

Requisition ID: 9913
Reporting into: Director. Cloud Operations

Role Type: Manager

So, what’s the role all about?

We are seeking an experienced Senior AI Technical Writer to take ownership of documentation for one or more software products within our portfolio. This role is responsible for producing and maintaining clear, accurate, and comprehensive technical documentation that supports internal teams across the full product lifecycle.

The Senior AI Technical Writer will work closely with Product Management, Engineering, QA, Support, and Services to deliver high-quality documentation for regular software releases, integrations, and configuration details.

How will you make an impact?  

• Own assigned software products or solutions and serve as the primary documentation authority throughout the product lifecycle.
• Create and maintain implementation guides, deployment guides, and detailed configuration documentation.
• Author detailed integration documentation, including APIs, data flows, authentication, and third-party system interactions.
• Develop clear product information, feature descriptions, system capabilities, limitations, and release-related updates.
• Document solution architecture, workflows, and data flows using written descriptions and diagrams.
• Create troubleshooting guides, issue analysis documentation, and known-issue articles to support internal teams.
• Develop and utilize AI writings agents, content generation platforms, and NLP tools to enhance efficiency, consistency, and quality of internal documentation.
• Drive content improvements by analyzing internal documentation performance and leveraging AI-driven insights.
• Develop usage guides for administrative tools, dashboards, and supporting utilities.
• Ensure all assigned documentation remains accurate and up to date for each software release and enhancement.
• Participate in release planning & discovery sessions to identify documentation deliverables and timelines.
• Collaborate cross-functionally with Product, Engineering, Support, and Professional Services teams.
• Review and edit documentation for clarity, consistency, technical accuracy, and adherence to documentation standards.
• Maintain version control and documentation standards across knowledge bases and repositories.
• Mentor and provide guidance to junior or mid-level technical writers as needed.

Have you got what it takes?

• 5+ years of experience as a technical writer in a software, SaaS, or technology-driven environment.
• Proven experience documenting complex software systems, configurations, and integrations.
• Strong ability to translate complex technical concepts into clear, user-focused documentation.
• Experience working with subject matter experts to gather and validate technical information.
• Proficiency with documentation tools and platforms such as Confluence, Markdown, Git-based repositories, or similar systems.
• Strong organizational skills with the ability to manage multiple documentation streams and release schedules.
• Excellent written and verbal communication skills with strong attention to detail.
• Experience creating diagrams or visuals to support architectural and data flow documentation.
• Ability to work independently while collaborating effectively in cross-functional teams.
• Ability to work from the NiCE office no less than two days per week with the AI Tech Writer Team.
• Ability to work during US Business Hours (8AM-5PM ET), Monday through Friday weekly.

You will have an advantage if you also have:

• Bachelor’s degree in Technical Communication, Computer Science, Engineering, English, or a related field.
• Experience documenting APIs, SDKs, and developer-focused content.
• Familiarity with structured authoring frameworks such as DITA or XML.
• Background in agile or iterative software development environments.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10758
Reporting into: Director, PMO & Knowledge, CX
Role Type: Individual Contributor

So, what’s the role all about? 

As a Senior Client Services Project Manager, you will be responsible for overseeing multiple projects and initiatives that support the organization's strategic goals. You will work closely with cross-functional teams to ensure successful project execution, on-time delivery, and adherence to quality standards. 

How will you make an impact?

• Lead end‑to‑end delivery for multiple projects, ensuring alignment with scope, timelines, and customer expectations.
• Build and maintain project plans, schedules, and required documentation.
• Facilitate clear, consistent communication with all stakeholders (incl. leadership).
• Track action items and drive accountability across teams.
• Identify and mitigate risks and manage escalations professionally.
• Guide teams through launch readiness, deployment, and project closeout.
• Support continuous improvement by identifying process gaps and opportunities.
• Adapt to shifting priorities in a fast‑moving environment.

Have you got what it takes?

• IT experience: 5 to 7 years
• 4 years of project management experience leading multiple concurrent projects in customer‑facing environments.
• Proven ability to manage end‑to‑end delivery using Agile, Waterfall, and hybrid/iterative approaches.
• Exposure to supporting technical and AI/GenAI & software delivery projects, with the ability to translate complex technical concepts for non‑technical stakeholders.
• Skilled in developing and maintaining detailed project plans, forecasting timelines, and managing risks, issues, and escalations with professionalism.
• Strong communication, stakeholder management, and client‑facing leadership skills.
• Highly organized, detail‑oriented, and adaptable under tight deadlines.
• Proficient with common PM tools (e.g., MS Project, Salesforce, Jira, Asana, Smartsheet) and comfortable reporting on KPIs and delivery metrics (e.g., PowerBI).
• Solution‑oriented mindset with a collaborative, team‑first approach.

You will have an advantage if you also have:

• Experience working with Waterfall/Agile methodologies
• Experience with Onsite and offshore delivery model

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 9953

Reporting into: Tech Manager

Role Type: Individual Contributor

So, what’s the role all about?

The key role of a Senior Technical Account Manager (TAM) is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NICE’s products and services. 

How will you make an impact?  

• Building Strong Customer Relationships: Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.  

• Driving Customer Success: Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion. 

• Proactive Account Management: Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes. 

• Strategic Advisory: Provide customers with strategic insights, best practices, product roadmap highlights and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.  

• Technical Expertise and Support: Provide technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NICE portfolio and focused on supporting clients to optimize their use and performance. 

As a Senior Technical Account Manager, you will also be expected to: 

• Have a proven background and understanding of modern cloud contact centers and their associated core applications. 

• Assist assigned customers in preparation for go-live and build confidence with them as they begin using NICE products in their environment. 

• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development. 

• Partner with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution. 

• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is assured. 

• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities. 

• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and reports.  

• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required. 

• Develop and mentor new members of the team and set high standards in all aspects of the role. 

• Responsible for customer satisfaction, retention and referencability for all assigned accounts. 

Have you got what it takes?

• 5+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery. 

• Demonstrated technical problem-solving proficiency. 

• Strong analytical and advanced troubleshooting skills with end-users/customers. 

• Strong customer service and communication skills, both verbal and written. 

• Ability to multitask and work well in a fast-paced environment. 

• Strong team player with the ability to work with minimal supervision and complete all tasks. 

• Demonstrated experience in a fast-paced environment and meeting customer time constraints. 

• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. 

You will have an advantage if you also have:

• Strong networking knowledge and VoIP technology exposure 

• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP) 

• Strong understanding of modern cloud contact centre solutions and CX applications 

• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter 

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10691
Reporting into: Director, Customer Success APAC
Role Type: Individual Contributor

So What is The Role About?

The Manager, Solutions Architecture, is responsible with managing and growing a high-performing team of AI software engineers on the NA AI Services Delivery team. This team will include a blend of AI Engineers, Software Developers, and ML/LLM specialists. You will own and drive the successful delivery of AI software engineering initiatives within defined scope, timeline, and budget. This role has you leading and guiding employees, customers and partners to design, build and implement innovative Conversational AI solutions.

The Manager will oversee and coordinate all aspects of AI software engineering management responsibilities internally and externally with client teams. You will be accountable for ensuring that AI software solutions are delivered on time, within budget, and in accordance with defined scope and quality standards. ​

​The primary objective of the Manager is to successfully execute with team members on all assigned AI delivery projects, achieving goals against the Statement of Work (SOW) and meeting the expectations of stakeholders by delivering through Agile/Waterfall project methodology in partnership with the PMO team.

How Will You Make an Impact? 

• Successful delivery of AI software engineering projects within the defined scope, timeline, and budget.
• Ensuring that all project deliverables are achieved, milestones are met, and the project is finalized according to the SOW by the engineering team.​
• Establishing technical best practices and engineering standards for efficient, high-quality project execution and tracking them closely with client project teams.
• Work with their team members to ensure meeting project deadlines and milestones.
• Ability to manage and track the project schedule effectively.
• Completing tasks on time, managing dependencies, and mitigating potential delays.
• Identifying, assessing, and mitigating risks with escalation management.
• Post-project evaluations, capturing lessons learned, and implementing corrective actions or process enhancements with team members
• Work with their team members on management of action items and holding all parties accountable for their role in the success of a project.
• Ability to manage multiple concurrent AI delivery projects supported by the engineering team.

Have You Got What It Takes? 

• 5+ years’ experience as a Software Engineer, AI Engineer, Solutions Architect, or similar role within AI software delivery (SaaS) industries, including post-sales, consulting and implementation. Prior people management experience required.
• Strong software engineering and development skills (Python, Java, Node.js), APIs and SDKs, web services/cloud-based platforms, AI/ML frameworks, LLM integration, and related AI delivery platforms
• Ability to find solutions to the most complex technical requirements and love implementing them with team members.
• Amazing interpersonal and communication skills and enjoy working with customers and partners and collaborating with cross-functional teams.
• Customer-centric, solution-oriented, and value-driven
• Self-motivated, proactive and capable of structuring your work in order to deliver and help the team deliver
• Experience is managing people and having experience in Conflict Resolution & Employee Relations
• Setting clear goals and expectations for employees.
• Providing motivation and guidance to enhance performance
• Conducting regular performance reviews and feedback sessions with the support of PS Director
• Identifying areas for improvement and offering coaching or training with the support of PS Director
• Recognizing and rewarding employee achievements with the support of PS Director
• Managing team workload and resources efficiently with the support of PS Director
• Driving change and innovation to improve team performance with the support of PS Director
• Lead the planning, execution, monitoring, and control of AI software engineering projects from start to finish, ensuring adherence to engineering best practices and delivery methodologies with the engineering team.
• Understand business requirements and translate them into technical requirements, drive this with team members across all projects.
• Provide technical documentation and solution support across all projects and guide engineering team members on their respective projects
• Share key project learnings with the team members and perform a “Lessons Learnt” after each project.

 You Will Have an Advantage If You Also Have: 

• Technical expertise: deep understanding of AI/ML technologies, large language models (LLMs), software engineering best practices, cloud-native architectures, and related software development technologies​
• Customer centricity: Solution oriented, value-driven, and navigating the interpersonal/political dynamics of customer interactions​
• Communication and collaboration: Effective and target group-oriented communication and the ability to collaborate effectively with cross-functional teams​
• Adaptable and Innovative: Staying up to date with the latest developments in AI/ML, generative AI, and software engineering, continuously learning and adopting new technologies and trends​ and ensuring the same for the team members

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 10689
Reporting into: Director, Engineering
Role Type: Manager

So, what’s the role all about?

After key NiCE CX customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NiCE CX. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.

Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.

​Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages. The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

How will you make an impact?  

• As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NiCE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success
• Partnering with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
• Demonstrate superior in depth knowledge of NiCE CX products and associated technologies, especially those employed by assigned accounts
• Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
• Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
• Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NiCE CX's resources
• Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
• Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NiCE CX improve our performance and success
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Occasional travel (up to 25%) required, visiting customer sites

Have you got what it takes?

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
• Demonstrated technical problem solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Proficient in Microsoft Office applications
• Able to work with little supervision and complete projects
• Working technical knowledge of contact center software/design/functionality
• Demonstrated experience in a fast paced environment and meeting customer time constraints
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

You will have an advantage if you also have:

• TCP/IP networking knowledge and VoIP technology exposure
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Understanding of basic scripting fundamentals
• Solid understanding of TCP/IP and internet fundamentals
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

So What is The Role About?

The Manager, Professional Services, is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position blends strategic oversight with hands-on engagement, requiring a leader who can effectively manage and develop a team of professionals delivering our suite of CSA products. You will be instrumental in driving the delivery and optimization of NiCE CXone products and related technologies across our diverse customer base. This role requires strong matrix management skills, as you will be partnering closely with associates within the AI CoE and across a broader organization to ensure successful customer outcomes. 

How Will You Make an Impact? 

• Provide leadership, coaching, feedback, development goals, and performance management to team members within your area of responsibility. 
• Foster a collaborative and high-performing team environment within the Customer Services Automation CoE. 
• Prioritize, assign, and manage team activities and projects in alignment with the CoE's goals and objectives. 
• Lead and contribute to the development of best practices and methodologies for delivery related to NiCE CSA Solutions. 
• Actively participate in the recruitment, hiring, and development of talent within the team. 
• Effectively partner and collaborate with cross-functional teams within the Customer Services Automation CoE, including technical specialists, product experts, adoption consultants and other delivery teams. 
• Influence and guide individuals who may not directly report to you to achieve project goals and customer success. 
• Coordinate inter-departmental activities within NiCE CoE to ensure seamless project execution and customer satisfaction. 
• Serve as a key point of contact and escalation for project-related issues within the CoE. 
• Provide leadership and guidance to Professional Service Engineers (direct reports or matrixed team members) in the planning, execution, and delivery of AI and automation projects. 
• Partner with the project management team and others to ensure projects are delivered on time, within budget, and to the highest quality standards. 
• Monitor progress, identify risks, and implement mitigation strategies in collaboration with project teams.    
• Help manage customer expectations and ensure high levels of customer satisfaction throughout the delivery lifecycle. 
• Contribute to risk analysis and manage change control for automation projects. 
• Maintain a strong understanding of the technical capabilities of NiCE CSA products and their application to solve business challenges. 
• Contribute to business area assessments, user needs analysis, and the design of effective business systems leveraging automation. 
• Have an industry understanding of the latest AI technology in the call center space including prompt engineering as well as bot and voice flow design.  

Have You Got What It Takes? 

• BS/BA in a technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred. 
• 15+ years of professional experience beyond education requirements. 
• 3+ years of management experience, including experience leading teams in a matrixed environment. 
• Demonstrated experience in managing consulting engagements, training initiatives, and AI technology implementation projects. 
• Strong understanding of contact center operations, AI technologies, and best practices. 
• Excellent leadership, coaching, and mentoring skills. 
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.    
• Proven ability to manage customer expectations and build strong working relationships. 
• Strong analytical, problem-solving, and decision-making abilities. 
• Proficiency in project management, methodologies, and tools. 
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter. 

 You Will Have an Advantage If You Also Have: 

• Prior implementation experience, specifically within the contact center or customer experience domain. 
• Experience with NiCE CXone products or other cloud-based contact center platforms. 
• Experience in developing and delivering AI technical or AI business training programs. 

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 10703
Reporting into: Director, Professional Services
Role Type: Manager

So, what’s the role all about?

The key role of a Senior Technical Account Manager is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NiCE’s products and services

How will you make an impact?  

• Building Strong Customer Relationships: Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.
• Driving Customer Success: Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.
• Proactive Account Management: Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.
• Strategic Advisory: Provide customers with strategic insights, best practices, product roadmap highlights, and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
• Technical Expertise and Support: Provide technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NiCE portfolio and focused on supporting clients to optimize their use and performance.

As a Senior Technical Account Manager, you will also be expected to:

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.
• Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is 
  assured.
• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and 
  reports.
• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Develop and mentor new members of the team and set high standards in all aspects of the role.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes?

• 5+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.
• Demonstrated technical problem-solving proficiency.
• Strong analytical and advanced troubleshooting skills with end-users/customers.Strong customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Strong team player with the ability to work with minimal supervision and complete all tasks.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

You will have an advantage if you also have:

• Strong networking knowledge and VoIP technology exposure
• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP)
• Strong understanding of modern cloud contact centre solutions and CX applications
• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10625
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

So, what’s the role all about?

The key role of a Senior Technical Account Manager is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NiCE’s products and services

How will you make an impact?  

• Building Strong Customer Relationships: Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.
• Driving Customer Success: Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.
• Proactive Account Management: Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.
• Strategic Advisory: Provide customers with strategic insights, best practices, product roadmap highlights, and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
• Technical Expertise and Support: Provide technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NiCE portfolio and focused on supporting clients to optimize their use and performance.

As a Senior Technical Account Manager, you will also be expected to:

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.
• Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is 
  assured.
• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and 
  reports.
• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Develop and mentor new members of the team and set high standards in all aspects of the role.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes?

• 5+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.
• Demonstrated technical problem-solving proficiency.
• Strong analytical and advanced troubleshooting skills with end-users/customers.Strong customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Strong team player with the ability to work with minimal supervision and complete all tasks.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

You will have an advantage if you also have:

• Strong networking knowledge and VoIP technology exposure
• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP)
• Strong understanding of modern cloud contact centre solutions and CX applications
• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10623
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

So, what’s the role all about?

The Solutions Architect/SME/Product and Practice Expert is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around industry standards, best practices, competitive landscape, the contact center industry, and other contact center ecosystem topics. As a member of the CXone Services and Support organization, this position will be responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending the ideal configuration for NICE products based on industry best practices and customer requirements, coordinating all the necessary internal resources, and in general, ensuring the customer's desired business outcomes are satisfied. 

Client interaction will be done primarily over the phone and/or via WebEx, with face-to-face meetings as deemed necessary and/or appropriate. As part of customer implementations, the Solutions Architect/SME will work both independently and in concert with the Services and Support teams. Together, these teams are responsible to ensure both customer longevity and systematic growth. This person is also an organizational leader and is expected to serve as a mentor and coach to employees supporting our products. 

How will you make an impact?  

TECHNICAL

• This position is responsible for business and technical performance related to the CXone Mpower WFM/IEX, with secondary responsibilities understanding the CX product suite 
• Provide technical configuration, best practice guidance and customized training to customers for the CXone Mpower WFM/IEX  
• Assist customers to achieve desired business outcomes and ROI for implemented products 
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps 
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products 
• For the Agent product demonstrate a strong command of the required technical skills, tools and supporting technologies 

PROJECT 

• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed 
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects 

BUSINESS 

• Present a professional image in conduct, attitude and attire. 
• ​Communicate in an effective and professional way with customers in and outside of NICE. 
• Demonstrate ability to manage client relationships at the Executive and Front Line Management level 
• Consult NICE capabilities, available technologies, and solutions 
• Assist internal training department to develop targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customers 
• Provide product leadership for internal product forums and external customer forums 
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied 
• Always follow the company Code of Ethics and NICE policies and procedures 

Have you got what it takes?

• ​BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required 
• 8+ years of customer engagement and industry experience beyond education requirements above 
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations 
• 3-5+ years of experience with WFM/IEX in a call center environment
• Type of experience varies depending on Product Experts area of specialization 
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. 
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker 
• Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice 
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution 
• Ability to display strong and commanding confidence as a product expert

So, what’s the role all about?

Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. TAM will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

How will you make an impact?  

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NiCE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
• Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10593
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

So, what’s the role all about?

Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. TAM will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

How will you make an impact?  

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NiCE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
• Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 9873
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

What's the Role All About? 

The Specialist Software Engineer is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem.  As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.  

How Will You Make an Impact? 

• Technical Implementation and Configuration:  
• Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
• Build and maintain integrations using APIs, modern web technologies, and authentication standards.
• Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
• Develop proofs of concept (PoCs) and production-ready solution components.
• Support testing, validation, and go-live activities to ensure solutions are functioning as expected across customer environments. 

• Technical Problem Solving & Quality:  
• Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
• Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
• Ensure implementations meet quality, performance, security, and usability standards.
• Produce documentation including specifications, test cases, and deployment materials. 
• Collaboration with Implementation Teams:  
• Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
• Participate in customer workshops to clarify technical details, validate feasibility, and provide subject‑matter input.
• Maintain clear and consistent communication across cross‑functional delivery teams.

Have You Got What It Takes? 

• Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
• 8+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Technical Skills:
• Strong proficiency in JavaScript; Python familiarity is a plus.
• Solid understanding of:
• REST API integration patterns
• Modern authentication (OAuth2, OIDC, SAML)
• Browser and web security (CORS, X Frame Options)
• HTML/CSS and front-end fundamentals
• Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
• Strong understanding of conversational UX, AI driven interfaces, and prompt engineering techniques.
• Communication and Collaboration:
• Clear, confident written and verbal communication skills.
• Comfortable engaging with customers to explain technical concepts and implementation decisions.
• Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
• Authored detailed design documents, functional requirements documents, test use cases, and deployment guides to support implementation and delivery.
• Willingness to work in US shift (5 PM – 2 AM IST).

You Will Have an Advantage If You Also Have: 

• Experience designing and deploying enterprise-grade conversational flows and AI orchestration. 
• Experience with NiCE CXone products or other cloud-based contact center platforms. 
• Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).

• Experience with monitoring, logging, and debugging tools for distributed systems.
• Knowledge of databases (SQL/NoSQL) and data integration patterns.

• Experience working in Agile/Scrum teams and participating in sprint planning and retrospectives.

What’s in it for you? 

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, innovative, and excited to constantly raise the bar, 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. 

About NICE

NICE Ltd. (NASDAQ: NICE) is an innovation leader in AI, cloud, and digital solutions, serving over 25,000 global businesses, including 85 of the Fortune 100 corporations. With over 8,500 employees across 30+ countries, NICE software handles more than 120 million customer interactions and monitors over 3 billion financial transactions daily. NICE is committed to diversity and inclusion, ensuring equal opportunities for all candidates.

Requisition ID: 9966
Reporting into: Tech Manager
Role Type: Individual Contributor

So, what’s the role all about?

As a Director of Customer Success, you will lead strategic account engagement across a portfolio of top-tier enterprise clients. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth.  You’ll act as a trusted advisor to C-level stakeholders, aligning our innovative capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service, seamless delivery and tangible results. 

How will you make an impact?

Customer Success & Relationship Leadership 

- Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer. 
- Champion the full post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—focused on delivering value realization. 
- Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes. 
- Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution. 

Growth, Expansion & Retention 

- Manage a portfolio of strategic accounts representing 10M+ in ARR. 
- Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies. 
- Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts. 

AI, Automation & Platform Adoption 

- Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation. 
- Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics. 
- Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented. 

Strategic Account Planning & Internal Leadership 

- Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria.  
- Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization. 
- Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NICE stakeholders. 
- Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation. 

Key Performance Indicators (KPIs): 

- Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence. 
- Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion. 
- AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools.

Have you got what it takes?

Education & Experience: 

- Bachelor’s degree in Business, IT, or a related field required; MBA preferred. 
- 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.  
- 5+ years of experience with NICE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.).  
- Proven success managing large, strategic enterprise clients with global footprints. 
 

Skills & Competencies: 

- Expertise in contact center operations, cloud migration, and AI/automation adoption. 
- Strong understanding of NICE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks. 
- Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite. 
- Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks. 
- Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities. 

Travel Requirements: 

Up to 25%, including key customer meetings, strategy sessions, and industry events. 

What’s in it for you?

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

So, what’s the role all about? 

As a Senior Specialist Client Services Project Manager, you will be responsible for overseeing multiple projects and initiatives that support the organization's strategic goals. You will work closely with cross-functional teams to ensure successful project execution, on-time delivery, and adherence to quality standards. 

How will you make an impact?

Manage high‑visibility software and AI/GenAI projects, ensuring alignment with scope, timelines, and customer expectations.

Manage project plans, schedules, RAID logs, and core project documentation.

Provide consistent communication with executive leadership.

Drive ownership, accountability, and escalation management.

Guide teams through the full project lifecycle.

Mentor project managers and support PMO best‑practice maturity.

Have you got what it takes?

IT experience: 12 to 16 years

7 years of project management experience leading multiple concurrent projects in customer‑facing environments.

Proven success delivering full lifecycle projects across Agile, Waterfall, and hybrid approaches.

Experience delivering technical, SaaS, and AI/GenAI programs.

Strong analytical skills with a track record of managing risks, revenue, and escalations.

Excellent communication and expectation‑management skills.

Advanced proficiency with tools such as MS Project, Salesforce, Rocketlane, and Power BI.

PMP certification required.

AI Delivery (Preferred)

Led end‑to‑end delivery of conversational AI, LLM, and NLU solutions across scoping, execution, UAT, and deployment.

Assessed AI use cases and evaluated data readiness, including ingestion, quality, labeling, and dependency tracking.

Collaborated with engineering, product, R&D, and presales teams to validate model accuracy, output quality, and overall performance.

Set and managed customer expectations while coordinating cross‑functional delivery across technical and business teams.

Identified and mitigated AI‑specific risks such as model drift, hallucinations, data issues, and expectation misalignment.

Applied hands‑on prompt engineering with a clear understanding of prompting limitations and optimization strategies.

Leveraged AI tools in daily workflows for automation, data analysis, content generation, and quality validation.

Defined and monitored AI performance KPIs, translating metrics (e.g., accuracy, containment, hallucination rate, latency, cost per inference) into actionable insights.

Managed AI cost drivers, e.g. token usage, model selection, prompt structure, and architecture optimization for efficiency and performance.

Ensured compliance with AI safety, governance, and security standards, implementing guardrails, redaction practices, and structured evaluation frameworks.

You will have an advantage if you also have:

Experience working with Waterfall/Agile methodologies

Experience with Onsite and offshore delivery model

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 9958

Reporting into: Tech Manager

Role Type: Individual Contributor

This AI Business Consultant position within the NiCE – AI Center of Excellence Organization offers an exciting opportunity to focus on delivery excellence and drive accelerated ROI from our portfolio of AI solutions. The ideal candidate will bring a strong mix of solution consulting and operations experience, positioning them to lead customers through digital transformations. As a seasoned consultant in a technology company like NiCE, you must possess a unique blend of business acumen, subject matter expertise, and technical savvy to deliver significant business impact via our software solutions. This role involves working with multiple broad groups within NiCE and requires proven ability to influence cross-functional teams, both with and without formal authority, within a matrixed organization.

Key Responsibilities:

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions.
• Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements.
• Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential.
• Collaborate with product development teams to provide feedback and suggest improvements based on client experiences.
• Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement.
• Build long-term relationships with customers, becoming a trusted advisor.
• Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback.
• Manage consulting programs with continuous alignment with the entire product implementation program.
• Establish and monitor progress toward business success criteria for each product and business unit.
• Map business cases into action items and solution designs.
• Align launch strategies with use cases and value priorities.
• Secure buy-in from different stakeholders (internal and external).
• Provide input into technical project plans, ensuring business requirements and best practices are fully captured.
• Develop and deliver presentations to demonstrate the value and capabilities of our software solutions.
• Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.

Required Experience:

• Minimum of 5 years of experience in self-service or AI software domains.
• Degree in Business, Information Technology, or a related field preferred.
• Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow).
• Knowledge management expertise.
• Experience with generative AI in the customer service domain is a plus.
• IVR/Routing/ACD experience preferred.
• Experience in business process improvement and customer success.
• Proven ability to independently handle senior executive audiences and stakeholders, provide thought leadership, and gain strategic partnerships.
• Led project teams and demonstrated operational performance improvements with significant benefits.
• Multi-industry experience preferred.
• Excellent verbal, written communication, and presentation skills are a must.

Role Purpose

This is a leadership role responsible for managing and developing a high‑performing team of Customer Success Managers while guiding a group of Technical Account Managers through their evolution into proactive Customer Success roles.

In addition to leading the team, you will personally manage up to three strategic Enterprise customers to ensure you “live and breathe” the role, stay close to customer needs, and role-model excellence.

Your mission is to drive customer value, accelerate AI‑powered adoption, maximise ROI, and contribute significantly to NiCE’s growth and retention objectives.

Key Responsibilities

Your role includes, but is not restricted to, the below:

Team Leadership & People Development

• Lead, coach, and develop a team of CSMs to deliver proactive, value-driven Customer Success engagements.
• Support transitioning TAMs through structured onboarding, capability uplift, and maturity into full CSM responsibilities.
• Build a culture focused on ownership, customer-centricity, accountability, and continuous learning.
• Conduct regular 1:1s, performance management, coaching, workload prioritization, and day‑to‑day people leadership responsibilities
• Ensure consistent application of NiCE’s Customer Success methodologies, playbooks, and operating principles.

Strategic Customer Management

• Personally manage up to 3 enterprise, high-touch customers, ensuring deep engagement, AI adoption, and value realisation.
• Lead executive value reviews, roadmap discussions, and strategic business planning with assigned accounts.
• Act as a senior escalation point and executive sponsor where required.

Operational Excellence & Execution

• Establish and maintain strong operational rhythms across the team (weekly reviews, risk assessments, success plan audits).
• Ensure high-quality delivery of Success Plans, adoption strategies, AI capability enablement, and value presentations.
• Oversee customer lifecycle execution, ensuring consistency, excellence, and continuous improvement.
• Drive accurate forecasting of customer risk, expansion opportunities, and adoption maturity.

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, Professional Services, and Sales to ensure seamless customer outcomes.
• Provide the “voice of the customer” and influence roadmap and prioritisation discussions.
• Work closely with Sales to support renewals, expansion, commercial planning, and joint account strategies.
• Collaborate with Partner organisations to align delivery across joint accounts.

Driving Adoption, AI Enablement & Customer Value

• Ensure the team actively drives adoption and business value through NiCE’s AI-powered capabilities.
• Guide CSMs in identifying success gaps, creating action plans, and accelerating time-to-value.
• Monitor customer health, sentiment, usage, and risk signals to ensure proactive intervention.

Scaling Programs, Processes & Methodologies

• Design, refine, and operationalise scalable Customer Success frameworks, including:
• Customer Success Plans
• Value Realisation frameworks
• AI Enablement blueprints
• EBR templates and governance
• Risk and escalation playbooks
• Ensure consistent, high-standard delivery across all customer engagements.

Data-Driven Leadership

• Analyse data to drive decision-making, identify trends, and prioritise team focus areas.
• Ensure CSMs maintain accurate documentation in CRM, success tools, and dashboards.
• Present insights, risks, and opportunities to senior leadership with clarity and confidence.

Customer Advocacy & Experience Improvement

• Champion end-to-end customer experience improvements, proposing optimisations to internal processes and customer touchpoints.
• Drive initiatives that enhance NPS, satisfaction, and long-term loyalty.
• Establish NiCE as a trusted strategic partner through credibility, consistency, and measurable value.

Customer Success Performance & Outcome Ownership

• Own and lead the regional NPS programme, ensuring structured follow-up, root‑cause analysis, and action planning to drive continual improvement in customer experience.
• Drive NRR (Net Revenue Retention) and GRR (Gross Revenue Retention) across the team through proactive health management, strong renewal readiness, value-led engagement, and early risk detection.
• Establish clear team metrics and dashboards for NRR, GRR, NPS, adoption progress, and customer health, ensuring team accountability against targets.
• Partner with Sales and Renewals to ensure renewal preparation, negotiation support, and expansion pipelines are tightly aligned and forecasted.

Qualifications & Experience

Required

• 8+ years in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments.
• 2–4+ years managing customer-facing teams.
• Proven experience influencing executives and handling complex enterprise accounts.
• Strong ability to translate technical and AI-driven capabilities into business value and operational outcomes.
• Excellent communication, leadership presence, and conflict resolution skills.
• Analytical mindset with strong documentation and reporting abilities.
• Proficiency with Microsoft Office and CRM/success platforms.

What’s in it for you?

• Opportunity to shape and scale a high-performing Customer Success organisation.
• Work alongside industry-leading experts in a dynamic, innovative, and fast-paced environment.
• Endless global career opportunities across multiple domains and disciplines.
• Access to cutting-edge AI products, methodologies, and learning resources.
• A culture built on ambition, collaboration, and continuous improvement.

Principal AI Consultant, Insurance Services, AI COE 

Role Summary 

NiCE is seeking a Principal AI Consultant to bring deep insurance industry expertise into our AI Center of Excellence. 

This is a principal-level individual contributor role for a senior Insurance industry expert with significant experience in customer operations, contact center environments, digital servicing, 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 insurance operations, policyholder 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 insurance service environments and identify where AI can improve operational efficiency, service quality, employee productivity, and policyholder experience. 

Key Responsibilities 

Act as the Insurance Industry SME 

• Serve as the primary Insurance Services subject matter expert within the AI Adoption COE 

• Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations 

• Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities 

Advise on AI Use Cases, Journeys, and Value 

• Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service 

• Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder 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 regulated and trust-sensitive 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 insurance customers 

Raise Industry Readiness Across NiCE 

• Educate consultants, leaders, and cross-functional teams on insurance trends, customer 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 insurance customer engagements 

• Stronger alignment between NiCE AI solutions and insurance customer priorities 

• Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives 

• Increased internal readiness and fluency in insurance and AI-related conversations 

• Meaningful contribution to customer outcomes, workflow improvement, and AI value realization 

Required Qualifications 

• 12+ years of experience in insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory 

• Deep expertise in one or more insurance sectors such as property and casualty (P&C), life insurance, health insurance, or insurtech 

• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within insurance service or operations environments 

• Strong understanding of customer service and contact center operations in insurance organizations 

• Strong knowledge of policyholder journeys and service processes across claims, policy servicing, billing, underwriting support, and FNOL 

• Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, claims cycle efficiency, 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 insurance organizations 

• Experience in contact center 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 regulatory and responsible AI considerations within insurance operations 

Job Summary

We are seeking a Business Project Manager to join the Global Business Operations team, focused on improving and managing post-sales processes across Services, Support, and Business Partner organizations. In this role, you will lead cross-functional initiatives from discovery and business requirements through implementation and rollout, driving operational efficiency and scalable process improvements across a global software environment. The position requires strong business analysis and process optimization skills, along with the ability to leverage data, BI tools, and emerging technologies such as AI to identify insights and recommend solutions. You will work closely with business stakeholders and IT teams to address operational challenges, define best-practice processes, and ensure successful adoption through workshops, user acceptance testing (UAT), and training. The ideal candidate is highly organized, analytical, and collaborative, with the ability to manage multiple initiatives simultaneously while influencing stakeholders and delivering impactful results.

Responsibilities: 

·         Serves as a Project Manager for the Global Business Operations organization, focused on post sales unites (Services, Support, business partners etc.)

·         End-to-end accountability for internal process-change projects, from business requirement definition and planning to successful delivery and implementation

·         Ongoing learning, and managing discovery phases of a new business processes, while interviewing different stockholders and self-learning

·         Manage discussion to identify and suggest the best practice process to handle business challenges

·         Perform business analysis and provide guidance on best practices and various approaches as part of the finalized requirements

·         Consume company's data and BI reports for process discovery and business insights, including using AI.

·         Manages and supports operational issues, new needs and questions raised by the business around post sales processes and system.

·         Lead process rollout to wide population, including workshops, UAT and training

·         Work effectively under pressure to meet tight deadlines and goals while keeping momentum needed to drive initiatives to completion

Education:            

·         A University degree B.Sc in Industrial & Management engineering or similar - Must

·         MBA - an advantage

Requirements:

·         At least 3 years of experience as a Project Manager of a global multinational environment in the software industry

·         Excellent understanding of business processes

·         Experience in leading discovery, solution suggestion and implementation phases in projects

·         Hands-on experience with corporate applications (like SFDC, Service Now, AI tools etc.)

·         Experience in writing business requirement documents

·         Self-learning capabilities, via reading, interviewing and data analysis

·         Managerial skills and experience in matrix management

·         Experience leading multi-activities in parallel

·         Experience working closely with IT

·         Strong understanding and experience in organization-wide issues and be able to suggest solutions for resolution

·         Successful track record in business analysis, setting priorities, shaping processes, and developing an infrastructure that creates a stronger and more efficient organization

·         Highly organized, dynamic and self-motivated team player with a flexible and creative approach

·         Excellent communication and coalition building skills with an ability to balance, negotiate, and work with a variety of internal stakeholders

·         Experience in Consulting company - an advantage

·         Knowledge in Professional Services  & Support processes and systems – an advantage

So, what’s the role all about?

The Senior Technical Account Manager is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with cross-functional teams.

This key professional tackles the most complex challenges and delivers exceptional technical and customer service to enterprise-level accounts. By partnering with top resources across the company, they empower strategic and large customers to navigate issues, leverage our technology and services for business success, increase product adoption, serve as references for prospective clients, and foster long-term loyalty.

How will you make an impact?  

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NiCE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NiCE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10425
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

This position reports to our clients office in NYC and you'd be required to report to their office 4x a week. You will not be reporting to the NiCE Hoboken, NJ office. 

The Dedicated Support Engineer (DSE) is a technical expert within NICE’s Technical Support organization, responsible for delivering proactive, and reactive support to large enterprise customers. Acting as a trusted advisor and technical liaison, the DSE ensures seamless incident resolution, system stability, and continuous improvement across customer environments.

This role combines deep technical troubleshooting with strategic customer engagement, cross-functional collaboration, and operational excellence. The DSE supports managed services customers with a focus on incident management, change control, compliance, and governance.

Key Responsibilities

1. Incident & Problem Management

• Serve as the primary contact for customer-raised incidents and service disruptions.
• Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more.
• Escalate complex issues to higher tier/vendors and drive resolution to closure.
• Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.
• Ensure all incidents are resolved within agreed SLAs and maintain high CSAT.

2. Change & Release Management

• Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
• Participate in CAB meetings, presenting impact and risk assessments.
• Ensure rollback strategies are documented and ready for critical changes.
• Maintain detailed documentation and implementation guides.

3. Monitoring & Preventive Maintenance

• Monitor system health and NICE monitoring.
• Conduct regular health checks and share proactive reports with customers.
• Identify performance bottlenecks and initiate preventive actions.
• Validate backup integrity, disaster recovery readiness, and patch compliance.

4. General Provisioning & Access Requests

• Provisioning of new user/agent IDs in recording platforms.
• Assigning/adjusting recording profiles (voice, chat, screen).
• Provisioning access roles (e.g., Compliance Officer, Supervisor, Playback user).
• Profile setup for compliance/legal teams.

5. Compliance & Audit Support

• Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards.
• Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation.
• Support internal and external audits with evidence of control adherence.

6. Customer & Stakeholder Management

• Build strong relationships with customer stakeholders to align support with business priorities.
• Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics.
• Handle escalations with professionalism and clarity, fostering trust and confidence.
• Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.

7. Knowledge & Documentation

• Maintain and update SOPs, knowledge bases, and troubleshooting guides.
• Mentor backup engineers and onboard new team members to ensure knowledge continuity.
• Drive continuous improvement through automation and simplification of recurring tasks.

8. Project Support

• Support migration and upgrade projects such as NICE product deployments, and Teams recording transitions.
• Assist in solution validation, testing, and customer acceptance.
• Contribute to design documentation and participate in technical reviews.

9. Reporting & Governance

• Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.
• Highlight risks and recurring issues, proposing long-term solutions.
• Provide visibility into resource utilization and operational performance.

Qualifications & Skills

• Bachelor's degree in a technology-related field or equivalent experience.
• ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent).
• Familiarity with CTI integration (Avaya AES, Cisco CTI).
• Ticketing systems (ServiceNow, Remedy, ITSM tools).
• Log analysis (application logs, Windows Event Viewer, SIP traces).
• RCA documentation and preventive action planning.
• Basic SQL queries for DB (Oracle/SQL Server).
• Understanding of DB health monitoring and backup status.
• Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V).
• Microsoft Teams compliance recording enablement & troubleshooting.
• SIP call flows related to recording.

Soft Skills / Service Orientation

• Strong customer communication (handling compliance & audit queries).
• Ability to document SOPs and knowledge base articles.
• Team collaboration and escalation management.
• Proactive monitoring and preventive issue identification.

So, what’s the role all about? 
The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. 

How will you make an impact? 

• Technical Implementation:  

• Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations. 

• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. 

• Optimize and maintain multiple AI bots, including both generative and legacy models. 

• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence. 

• Project Management:     

• Collaborate with project managers to design and oversee end-to-end project rollouts. 

• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions. 

• Ensure seamless project execution through inter-departmental coordination and clear communication. 

• Business Consulting:  

• Provide subject matter expertise on NICE digital products and AI solutions during client consultations. 

• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance. 

• Promote the use of AI tools to enhance decision-making and operational efficiency across business units. 

• Leadership and Mentorship:  

• Mentor and lead project teams, sharing expertise and fostering a collaborative environment. 

• Develop documentation and processes for emerging digital products from R&D teams. 

Have you got what it takes? 

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience. 

• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred. 

• Proven expertise in: 

• Technical configuration and programming of AI and contact center technologies. 

• CRM integrations, APIs, and other ecosystem technologies. 

• Best practices for contact center operations and KPIs. 

• Familiarity with: 

• Generative AI models, NLU techniques, and automation principles. 

• Industry trends and emerging technologies in AI and digital customer engagement. 

• Desired personal traits: 

• Analytical and inquisitive mindset. 

• Team-oriented with strong interpersonal skills. 

• Early adopter of innovative technologies. 

• Strong sense of accountability and ownership.  

• Professional communication, behavior and demeanor. 

What’s in It for You?  
Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact. 
 
Flexible Work Model:  
Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance. 
 
Requisition ID:  10340
Reporting To: Tech Manager 
Role Type: Individual Contributor 

We are seeking a detail-oriented and strategic Senior Cloud Operations Engineer, CX to oversee the planning, coordination, and execution of Salesforce releases across multiple environments. This role ensures that new features, enhancements, and bug fixes are delivered efficiently, safely, and with minimal disruption to business operations. The ideal candidate will have a strong understanding of Salesforce architecture, DevOps practices, and release governance.

Key Responsibilities

• Release Planning & Coordination
• Own the end-to-end release lifecycle for Salesforce, including sandbox refreshes, metadata deployments, and production releases.
• Collaborate with product owners, developers, QA, and business stakeholders to define release scope and timelines.
• Maintain and communicate a forward-looking release calendar.
• Environment & Deployment Management
• Manage Salesforce environments (Dev, QA, Production) and ensure proper version control and configuration.
• Oversee CI/CD pipelines using tools (Gearset).
• Ensure proper data masking and seeding strategies for non-production environments.
• Governance & Compliance
• Enforce release governance policies, including change management, risk assessments, and rollback plans.
• Ensure compliance with internal audit, SOX, and data security standards.
• Quality Assurance
• Coordinate with QA teams to ensure thorough testing and validation of releases.
• Monitor post-release performance and manage hotfixes or emergency patches as needed.
• Documentation & Communication
• Maintain detailed release notes, deployment guides, and environment documentation.
• Serve as the primary point of contact for release-related communications.
• Document and communicate any changes to the CI/CD pipeline process

Qualifications

Required:

• 3+ years of experience in Salesforce administration, development, or release management.
• Strong knowledge of Salesforce metadata, change sets, and deployment tools.
• Experience with version control systems (e.g., GitHub) and CI/CD tools.
• Familiarity with Agile/Scrum methodologies.
• Excellent organizational and communication skills.

Preferred:

• Salesforce certifications (e.g., Platform App Builder, Administrator, DevOps Specialist).
• Experience with enterprise DevOps tools like Copado, Gearset, or AutoRABIT.

Requisition ID: 8815

Reporting to: Manager, Project Manager, CX
Role Type: Individual Contributor

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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.

So, what’s the role all about?

The Senior Technical Account Manager is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with cross-functional teams.

This key professional tackles the most complex challenges and delivers exceptional technical and customer service to enterprise-level accounts. By partnering with top resources across the company, they empower strategic and large customers to navigate issues, leverage our technology and services for business success, increase product adoption, serve as references for prospective clients, and foster long-term loyalty.

How will you make an impact?  

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NiCE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NiCE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10426
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

So, what’s the role all about?

The Senior Technical Account Manager is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with cross-functional teams.

This key professional tackles the most complex challenges and delivers exceptional technical and customer service to enterprise-level accounts. By partnering with top resources across the company, they empower strategic and large customers to navigate issues, leverage our technology and services for business success, increase product adoption, serve as references for prospective clients, and foster long-term loyalty.

How will you make an impact?  

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NiCE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NiCE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10424
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

Role Summary 

NICE is seeking a Manager, AI Adoption COE to lead a team responsible for driving measurable adoption, consumption, and business value across our AI customer base. 

This is a people leadership role focused on ensuring customers achieve sustained usage and operational impact from AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI. You will lead a team of consultants, partner cross-functionally across Customer Success, Product, Delivery, Sales, and Engineering, and help build the repeatable motions required to scale AI adoption globally. 

This role is not focused on feature enablement alone. It is focused on business outcomes, workflow integration, value realization, and adoption at scale. 

What You Will Own 

• Lead and develop a team of AI Adoption Consultants 

• Drive adoption and consumption outcomes across a portfolio of enterprise AI customers 

• Build and improve repeatable adoption playbooks, scorecards, and operating rhythms 

• Partner with internal teams to remove blockers and accelerate customer time-to-value 

• Translate AI usage into business value, operational KPI improvement, and executive-ready narratives 

Key Responsibilities 

Team Leadership 

• Manage, coach, and develop a team of AI Adoption Consultants 

• Set clear expectations, inspect quality of work, and drive a high-performance culture 

• Support hiring, onboarding, capability building, and talent development 

• Ensure team execution is aligned to customer outcomes and business priorities 

AI Adoption & Value Realization 

• Lead adoption strategy across a portfolio of enterprise AI customers 

• Ensure customers achieve sustained usage targets and measurable business impact 

• Identify adoption gaps, usage risks, and underconsumption patterns, and drive recovery plans 

• Oversee adoption scorecards, account reviews, and executive-ready action plans 

• Reduce time-to-value and improve adoption consistency across the portfolio 

Workflow & Operational Transformation 

• Guide teams in embedding AI into contact center workflows, agent routines, and customer journeys 

• Help customers redesign processes to improve containment, reduce manual effort, and increase productivity 

• Ensure AI solutions are operationalized, not just deployed 

Cross-Functional Leadership 

• Partner with Customer Success, Product, Engineering, Delivery, Sales, Education, and Support teams to accelerate adoption outcomes 

• Escalate systemic blockers and influence action across internal stakeholders 

• Bring customer insights and Day 2+ feedback into product and process improvement discussions 

Business Value Storytelling 

• Connect AI adoption to contact center KPIs and business outcomes 

• Help customers and internal stakeholders understand the operational and financial impact of AI 

• Support executive business reviews with clear, data-driven insights and recommendations 

Success Measures 

Success in this role will be measured by: 

• Sustained AI usage growth across assigned customer portfolio 

• Achievement of adoption targets within six months of go-live 

• Reduction in time-to-value 

• Improvement in operational KPIs such as AHT, ACW, containment, CSAT, and agent productivity 

• Quality and consistency of team execution 

• Customer satisfaction, executive confidence, and referenceability 

Required Qualifications 

• 8+ years of experience in contact center, CCaaS, customer success, professional services, digital transformation, AI adoption, or value realization 

• 3+ years of experience leading direct reports in a customer-facing or consulting environment 

• Strong experience working with enterprise customers in complex, matrixed environments 

• Proven success driving measurable business outcomes and KPI improvement 

• Strong understanding of contact center operations and key service metrics, including: AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity 

• Experience leading cross-functional initiatives involving AI, automation, workflow redesign, or conversational AI 

• Strong executive communication, coaching, and stakeholder management skills 

• Strong analytical and problem-solving ability with a bias for action 

Preferred Qualifications 

• Experience with NICE, Genesys, Five9, or other CCaaS platforms 

• Experience with conversational AI or automation platforms such as Cognigy, Amelia, or Omilia 

• Experience in SaaS, CCaaS, BPO, or large-scale service operations 

• Change management training or certification 

• Familiarity with generative AI and enterprise AI use cases 

What Makes Someone Successful in This Role 

• Strong people leader who raises the performance of the team 

• Structured operator who turns ambiguity into action 

• Commercially minded and focused on outcomes, not activity 

• Credible with executives and practical with frontline teams 

• Able to connect AI adoption to workflow change, KPI improvement, and business value 

• Excellent communication skills 

• Extreme ownership mindset 

So, what’s the role all about?

The Senior Client Services Project Manager oversees complex, enterprise‑level implementations of NICE solutions across various customer environments. This role demands advanced project leadership, strong consultative skills, and the ability to influence and guide customers through high‑impact, multi‑system transformation initiatives. The Senior PM acts as the main point of accountability for successful delivery, ensuring scope clarity, solution alignment, risk mitigation, and delivering an exceptional customer experience throughout all project phases.

This role requires seasoned experience managing customer‑facing projects, including integrations with CRM platforms such as Salesforce, Microsoft Dynamics, and ServiceNow, and cross‑functional leadership across Professional Services, Product, Support, and external partners.

Key Responsibilities

Project Leadership & Delivery Excellence

• Lead end‑to‑end delivery of complex, high‑visibility implementations, often involving multi‑workstream coordination, integrations, and aggressive timelines.
• Oversee project planning, scoping, timeline management, and delivery governance with a high degree of structure and ownership.
• Manage cross‑functional teams to ensure alignment on deliverables, milestones, requirements, and technical dependencies.
• Identify critical path items, manage interdependencies, and ensure all project components cohesively advance toward go‑live readiness.
• Drive operational readiness and oversee all cutover, migration, and hypercare activities.

Consultative Engagement & Customer Advisory

• Act as a trusted advisor, guiding customers through decision points with clarity, strategic reasoning, and best‑practice recommendations.
• Lead workshops, discovery sessions, and requirement validations that influence customer direction and ensure functional alignment to business objectives.
• Challenge assumptions constructively and steer customers toward scalable, sustainable solutions.
• Provide consultative insight into process optimization, platform capabilities, and system integrations.

Stakeholder Influence & Executive Communication

• Engage confidently with executive stakeholders and decision makers, ensuring alignment on priorities, risks, and expectations.
• Communicate complex issues simply and effectively to both technical and non‑technical audiences.
• Manage escalations with professionalism and data‑driven clarity, ensuring proactive resolution and customer trust.
• Deliver structured status reports, executive summaries, risk assessments, and progress updates.

Technical & Platform Understanding

• Bring hands‑on experience managing projects involving CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) and other enterprise systems.
• Collaborate closely with solution architects, engineers, QA, and integration teams to ensure technical feasibility and alignment.
• Understand architectural implications, upstream/downstream impacts, and integration risks.
• Effectively manage change requests, technical dependencies, and solution impacts.

Continuous Improvement & Team Contribution

• Mentor junior Project Managers and contribute to improving delivery methodologies, frameworks, and best practices.
• Capture lessons learned, post‑mortem insights, and improvement opportunities to drive ongoing enhancement of delivery excellence.
• Promote adherence to project governance, documentation standards, and organizational processes.

Required Qualifications

• Bachelor’s degree in Business, Technology, or a related field—or equivalent work experience.
• 8–10 years of experience managing customer‑facing, enterprise‑level technology projects.
• Proven track record of delivering complex, multi‑system implementations in SaaS, CX, cloud, or CRM environments.
• Strong consultative mindset with the ability to influence customers, guide decisions, and navigate ambiguity.
• Exceptional communication skills - verbal, written, executive‑level, and cross‑
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong understanding of the software development lifecycle, integration patterns, and cloud technologies.
• Advanced skills in risk management, issue resolution, resource planning, and executive reporting.
• Ability to make sound decisions independently while managing priorities across simultaneous projects.

Preferred Qualifications

• PMP, PRINCE2, Agile/Scrum, or equivalent project management certifications.
• Experience in contact center technology, call recording, telephony, or CX platforms.
• Background working in global, matrixed organizations with cross‑functional delivery teams.

Requisition ID: 10339
Reporting To: Manager, Professional Services
Role Type: Individual Contributor

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.

 So, what’s the role all about?

The Senior Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around Nice CXone products, the contact centre industry, and other contact centre ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring Nice CXone products based on best practices and customer requirements, coordinating inter-departmental activities within Nice CXone, tracking time and status within Nice CXone systems, and other tasks related to the success of his or her engagement.

How will you make an impact?  

This position is responsible for consultative performance in all areas related to Nice CXone solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact centre environments.

Financial Responsibility

​As a billable and customer-facing role, this position has significant financial impact on Nice CXone:

• The Professional Services Engineer’s time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
• The timeframe required for the Professional Services Engineer’s to deploy a customer has a direct impact on Nice CXone's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer's contract.
• The Professional Services Engineer’s ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.
• The Professional Services Engineer’s ability to keep commitments, to hold him - or herself accountable and to handle delicate situations appropriately is critical to minimizing Nice CXone's exposure to liability.
• Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.

Have you got what it takes?

• Provide senior-level technical configuration and, in some cases, programming as required.
• Provide process, data and object modelling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain senior-level expertise and currency in industry leading contact centre technologies.

Project

• Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
• Develop costing proposals for projects, perform risk analysis, and manage change control.
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.

Business

• Present a professional image in conduct, attitude, and attire.
• Assist with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.

Supervisory

• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
• Supervise and mentor all intermediate and junior level Nice CXone staff working on other projects under your area of responsibility.
• Always follow the company Code of Ethics and Nice CXone policies and procedures.

Communicate in an effective and professional way with customers in and outside of Nice CXone

What’s in it for you?

Learn more about the Benefits at NICE

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, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

#LI-Remote

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 transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. 

Requisition ID: 10308

Reporting into: Manager, Professional Services CX
Role Type: Individual Contributor

So, what’s the role all about?

The Senior Technical Account Manager is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with cross-functional teams.

This key professional tackles the most complex challenges and delivers exceptional technical and customer service to enterprise-level accounts. By partnering with top resources across the company, they empower strategic and large customers to navigate issues, leverage our technology and services for business success, increase product adoption, serve as references for prospective clients, and foster long-term loyalty.

How will you make an impact?  

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NiCE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NiCE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

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, innovative, and excited to constantly raise the bar, 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: 10433
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

Principal AI Consultant, Financial Services, AI COE 

Role Summary 

NiCE is seeking a Principal AI Consultant to bring deep financial industry expertise into our AI Center of Excellence. 

This is a principal-level individual contributor role for a senior Financial Services expert with significant experience in customer operations, contact center environments, digital servicing, 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 Financial Services operations, service journeys, automation opportunities, customer expectations, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of Financial Services environments and identify where AI can improve efficiency, service quality, employee productivity, and customer experience. 

Key Responsibilities 

Act as the Financial Services SME 

• Serve as the primary Financial Services subject matter expert within the AI Adoption COE 

• Bring deep understanding of Financial Services operations, customer journeys, business processes, and operating models into internal and customer-facing conversations 

• Help internal teams speak credibly to Financial Services priorities, service challenges, and transformation opportunities 

Advise on AI Use Cases, Journeys, and Value 

• Identify high-value opportunities for AI across Financial Services service environments, including account servicing, lending, collections, fraud-related servicing, claims, policyholder support, and digital self-service 

• Advise on where AI can automate workflows, augment employees, reduce friction, and improve customer experience 

• Connect NiCE AI capabilities to business goals, contact center KPIs, and operational improvement opportunities 

• Help customers and internal teams understand practical considerations for AI adoption in trust-sensitive and regulated 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 Financial Services customers 

Raise Industry Readiness Across NiCE 

• Educate consultants, leaders, and cross-functional teams on Financial Services trends, 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 Financial Services customer engagements 

• Stronger alignment between NiCE AI solutions and Financial Services customer priorities 

• Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives 

• Increased internal readiness and fluency in Financial Services and AI-related conversations 

• Meaningful contribution to customer outcomes, workflow improvement, and AI value realization 

Required Qualifications 

• 12+ years of experience in Financial Services operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory 

• Deep expertise in one or more Financial Services segments such as banking, lending, mortgage servicing, insurance, wealth management, fintech, or financial BPO 

• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within Financial Services service or operations environments 

• Strong understanding of customer service and contact center operations in Financial Services environments 

• Strong knowledge of customer journeys, service processes, and common friction points in regulated or trust-sensitive environments 

• Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, 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 Financial Services organizations 

• Experience in contact center 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 responsible AI considerations in Financial Services environments 

So, what’s the role all about?

We are seeking a proactive, delivery-focused Project Manager to drive successful implementation and delivery of client-facing projects in line with scope, budget, and timelines. In this role, you will lead complex projects from initiation to close, ensuring all activities align with the agreed Statement of Work (SOW) and deliver measurable value to our enterprise customers. You will serve as the main client contact and ensure internal and external teams are aligned to project outcomes.

How will you make an impact?

• Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
• Build project plans based on customer requirements and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms.
• Develop detailed project plans aligned with the SOW.
• Lead multiple projects concurrently.
• Track action items and enforce accountability across stakeholders.
• Identify and mitigate risks early.
• Report on Project Financials, including revenue forecasting and recognition.
• Lead post-project evaluations.
• Communicate clearly and regularly with all stakeholders.
• Foster a culture of collaboration and excellence.

Have you got what it takes?

• University/Bachelor’s degree, with PMP Certification
• Minimum 5+ years of project management experience managing Cloud Transformation or CCaaS implementations within a Telecoms environment.
• Proven track record managing multiple projects.
• Comfortable working with technical teams.
• Experience serving as the primary client contact.
• Skilled in developing and maintaining detailed project plans.
• Proactive in managing risks and escalations.
• Highly organized and detail oriented.
• Proficient in MS Project, Jira, Asana, or Smartsheet.
• Must be authorized to work in the US or Canada.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

So, what’s the role all about? 
The Senior Implementation Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. 

How will you make an impact? 

• Technical Implementation:  

• Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations. 

• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. 

• Optimize and maintain multiple AI bots, including both generative and legacy models. 

• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence. 

• Project Management:     

• Collaborate with project managers to design and oversee end-to-end project rollouts. 

• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions. 

• Ensure seamless project execution through inter-departmental coordination and clear communication. 

• Business Consulting:  

• Provide subject matter expertise on NICE digital products and AI solutions during client consultations. 

• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance. 

• Promote the use of AI tools to enhance decision-making and operational efficiency across business units. 

• Leadership and Mentorship:  

• Mentor and lead project teams, sharing expertise and fostering a collaborative environment. 

• Develop documentation and processes for emerging digital products from R&D teams. 

Have you got what it takes? 

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience. 

• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred. 

• Proven expertise in: 

• Technical configuration and programming of AI and contact center technologies. 

• CRM integrations, APIs, and other ecosystem technologies. 

• Best practices for contact center operations and KPIs. 

• Familiarity with: 

• Generative AI models, NLU techniques, and automation principles. 

• Industry trends and emerging technologies in AI and digital customer engagement. 

• Desired personal traits: 

• Analytical and inquisitive mindset. 

• Team-oriented with strong interpersonal skills. 

• Early adopter of innovative technologies. 

• Strong sense of accountability and ownership.  

• Professional communication, behavior and demeanor. 

What’s in It for You?  
Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact. 
 
Flexible Work Model:  
Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance. 
 
Requisition ID:  10341
Reporting To: Tech Manager 
Role Type: Individual Contributor 

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