Manager, Professional Services

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as the Manager, Professional Services. This pivotal role involves strategic oversight and hands-on engagement, leading a team delivering consulting, training, and project management services for NICE CXone products. You will drive product adoption and optimization across diverse customers, collaborating with cross-functional teams. Responsibilities include team development, matrix management, consulting, training oversight, and project management. The ideal candidate possesses strong leadership, communication, and technical skills, along with experience in contact center operations and AI technologies. NICE offers a hybrid work model (NICE-FLEX) with flexible work arrangements.

Requirements

• BS/BA in a technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• MBA preferred
• 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

Benefits

• 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