Manager, Professional Services

Summary

Join NICE as a Manager of Professional Services, a blended role combining senior consulting skills with management responsibilities. This customer-facing position requires engaging clients, providing expertise on NICE CXone products and the contact center industry, and managing projects. You will be responsible for both technical and business tasks, including managing customer expectations, configuring products, and coordinating inter-departmental activities. The role also involves supervising a team, mentoring junior staff, and contributing to business development. This position requires a BS/BA in a technical or business field, 6+ years of professional experience, and 1+ year of management experience. NICE offers a dynamic work environment and the opportunity to make a significant impact.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience
• 6+ years of professional experience beyond education requirements above
• 1+ years management experience

Responsibilities

• Manage customer expectations and satisfaction
• Configure NICE CX products based on best practices and customer requirements
• Coordinate inter-departmental activities within NICE CX
• Track time and status within NICE CX systems
• Serve as a mentor and coach for junior staff
• Provide senior-level technical configuration and, in some cases, programming as required
• Provide process, data and object modeling 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 center technologies
• 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
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects
• 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
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects
• Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants
• Supervise and mentor all intermediate and junior level NICE CXone staff assigned as members of your project team
• 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 staff working on other projects under your area of responsibility
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
• Responsible for recruiting, hiring and firing for the department

Preferred Qualifications

• MBA
• Prior consulting experience