Specialist Program Manager, CX

So, what’s the role all about? 

The Specialist Program Manager serves an instrumental role in delivering NiCE CX software features, roadmap and solutions to the high-end of the market. Fulfilling the role as Program Manager will help drive, plan and standardize activities across the CX AI platform toward strategic customer initiatives and deliverables. This person is responsible for driving organizational success through governance, standardization, consensus building and planning efficiency efforts. This role provides a stellar opportunity for advanced program management as it cares for a deeply complex set of requirements at the intersection of our most strategic customers, product management, architecture, executives and AI-driven innovation 
 
How will you make an impact? 

  The Specialist Program Manager collaborates with Product Management to disseminate customer-centric requirements, product roadmap and concepts into actionable work items for R&D Teams- Architects, Engineers and Quality Assurance Engineers. 

• Execute the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership. 
• Interface with teams throughout company to drive, plan, and implement software objectives including initiatives leveraging AI, ML, and automation capabilities. 
• Serve as a unifying force for complex and cross-organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience. 
• Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget. 
• Articulate status and plan with accuracy, concise language and a focus on deliverables and risk identification. 
• Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones. 
• Give clear and timely direction for product and project questions including those related to AI model dependencies, data requirements, and platform constraints. 
• Coordinate with Product Management for product launches and technical documentation. 
• Be an expert with respect to the product line and usability. 
• Maintain and share deep understanding of the product from the end-user perspective including AI-assisted user journeys and intelligent automation workflows. 
• Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability through the adoption of AI-enabled delivery insights and metrics where applicable. 
• Follow the company Code of Ethics and NiCE policies and procedures at all times including responsible use of AI and data. 
• Communicate in an effective and professional way with customers in and outside of NiCE. 

 
 
Have you got what it takes? 

Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required. Technical or industry certifications are preferred in addition to the required education/experience. 

• 8-11 years of project leadership in a cross-functional environment 
• 8+ years hands-on experience working in a key software development lifecycle role 
• 8+ year of demonstrated success defining and launching products 
• Functional experience with Agile/Scrum and other modern development methodologies 
• Proactive, responsive and committed to removing roadblocks to fulfill timelines 
• Strategic thinker, consensus builder 
• Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences 
• Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts 
• Experience working with and influencing cross-functional teams without formal authority 
• Strong technical background with experience in communications, customer experience, AI, telephony, hosted-solutions, or contact center related fields 
• Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment 
• Excellent facilitation, interviewing, and presentation skills 
• Excellent written and verbal communications skills 

 
Experience Preferred:  

• Product Management experience using formal techniques and principles 
• Experience working with object-oriented software development, web services, web development or other similar technical products 
• Understanding of standard engineering processes and software development methodologies 
• Experience with user acceptance testing, regression testing, integration testing. 
• PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications 

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: 11258
Reporting into: Director
Role Type: Individual Contributor