Technical Account Manager, Scripting, CX

Summary

Join AtlasRTX, a NICE company, and revolutionize customer engagement using AI and mobile messaging. As a Scripting Technical Account Manager, you will design and script SMS conversations, ensuring they are natural, helpful, and action-oriented. You will collaborate with various teams to optimize and refine scripted content, ensuring alignment with customer needs and brand voice. This role requires experience in conversation design, UX writing, or a related field, along with strong communication and technical skills. You will leverage your expertise to build intuitive, human-like messaging experiences at scale, directly impacting customer interactions and outcomes. The position offers the chance to work in a fast-paced, collaborative environment with a market leader, providing ample opportunities for professional growth and development.

Requirements

• 2+ years of experience in conversation design, UX design/writing, marketing, or a related field
• Bachelor’s degree in English, Linguistics, Psychology, Human-Computer Interaction, or a related field
• Demonstrated experience writing in different tones of voice across brands and industries
• Strong verbal and written communication skills, with an emphasis on clarity, brevity, and brand alignment
• Experience working with conversational platforms (e.g., ChatGPT and other AI assistants)
• Ability to work at a fast pace with a high cadence—adaptable to changing priorities and customer needs
• Detail-oriented, organized, and self-motivated, with strong project ownership
• Familiarity with JSON, dialogue trees, or logic-based scripting formats
• Comfortable engaging across internal and external teams, including engineering, customer success, sales, and leadership

Responsibilities

• Design and script intelligent, courteous, and efficient SMS conversations that drive measurable customer outcomes (e.g., booking appointments, qualifying leads)
• Use our internal scripting tool to build, edit, and optimize conversation flows for specific verticals and customer use cases
• Partner with Customer Success Managers and customers to understand goals and tailor scripts accordingly—ensuring tone, style, and outcomes align with customer needs
• Collaborate with client teams—including executives, marketing, sales, and engineering—to align conversation strategies with business goals and brand voice
• Optimize flows based on success metrics (e.g., conversion rates, drop-off points)
• Translate customer, concierge, and CSM feedback into clear script changes that improve the user experience
• Assist in training internal teams on how to navigate, edit, and understand conversation design decisions
• Build and maintain a scalable, categorized library of script templates and reusable conversation modules for each supported industry
• Champion conversation design best practices internally, including tone guidelines, personalization techniques, and ethical considerations
• Collaborate cross-functionally with Engineering on scripting system improvements and experience optimization
• Conduct pre- and post-launch QA to ensure flows are logical, on-brand, and error-free—spotting broken logic, dead ends, and optimization opportunities
• Use metrics such as response rates, drop-off points, and conversion data to guide ongoing iteration and improvement of conversation flows
• Edit or configure campaign scripts in JSON as needed for deployment

Benefits

• 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