Job description
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.
What’s the Role All 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 consulting, training, and project management services. You will be instrumental in driving the adoption 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 the broader organization to ensure successful customer outcomes.
As the Manager, Customer Services Automation, you will be responsible for the consultative, training, and project management performance related to the provisioning, implementation, and deployment of NICE CX solutions. Your customer base spans public and private sector organizations with varied information management and contact center landscapes.
How Will You Make an Impact?
Strategic Leadership & Team Development:
- Provide leadership, coaching, feedback, development goals, and performance management to team members, including Consultants and potentially Trainers and Project Managers, 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 consulting, training, and project delivery related to NICE CX automation solutions.
- Actively participate in the recruitment, hiring, and development of talent within the team.
Matrix Management & Collaboration:
- Effectively partner and collaborate with cross-functional teams within the Customer Services Automation CoE, including technical specialists, product experts, 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 CX to ensure seamless project execution and customer satisfaction.
- Serve as a key point of contact and escalation for project-related issues within the CoE.
Consulting & Subject Matter Expertise:
- Leverage your deep understanding of NICE CXone products, latest AI bot and voice technology in the contact center industry, and related ecosystems (CRM, telecommunications, analytics, etc.) to guide your team and provide strategic direction to customers.
- Engage with customers in a consultative capacity, understanding their business needs and translating them into effective automation solutions.
- Ensure the delivery of high-quality consulting engagements that align with best practices and customer requirements.
Training & Enablement Oversight:
- Oversee the development and delivery of effective training programs for customers and internal teams on NICE CX automation solutions.
- Ensure training content is accurate, engaging, and aligned with customer needs and product updates.
- Potentially contribute to the strategy and evolution of our training offerings.
Project Management & Delivery Excellence:
- Provide leadership and guidance to project managers (direct reports or matrixed team members) in the planning, execution, and delivery of AI and automation projects.
- Ensure projects are delivered on time, within budget, and to the highest quality standards.
- Monitor project progress, identify risks, and implement mitigation strategies in collaboration with project teams.
- Manage customer expectations and ensure high levels of customer satisfaction throughout the project lifecycle.
- Contribute to risk analysis and manage change control for automation projects.
Technical & Business Acumen:
- Maintain a strong understanding of the technical capabilities of NICE CXone 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.
- Assist with the development of client information management standards and the evaluation of technology trends.
- Have an industry understanding of the latest AI technology in the call center space including 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 consulting and/or 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!
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: 7157
Reporting into: Director , Professional Services
Role Type: Individual Contributor
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.
