Tech Manager, Professional Services (AI)

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 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. As the Manager, Customer Services Automation, you will be responsible for the delivery,
implementation, and deployment of NiCE CSA Solutions. Your customer base spans public and private sector organizations with varied information management and contact center landscapes.

• 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.

Matrix Management & Collaboration:

• 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.

Delivery Excellence:

• 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.

Technical & Business Acumen:

• 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?

• B.E/B.TECH in a technical (e.g., CS/IT/E&C) 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.
• Understanding AI solutions across NLU, IVR/ACD, ASR, digital channels, and knowledge platforms.
• Ability to guide teams through testing, UAT, go-live readiness, hypercare, and post-deployment optimization.
• 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!

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: 9967

Reporting into: Director

Role Type: Individual Contributor