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NICE

Make experiences flow.

Manager, Professional Services

ManagerManagerFull TimeRemoteLeadTeam 5,001-10,000Since 1991H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

46 days ago

Salary

0

Seniority

Lead

Bachelor Degree15 yrs expEnglish

Job Description

Manager, Professional Services

NICE

• 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. • 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. • 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. • 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.

Job Requirements

  • BS/BA in a technical (e.g., CS/IS/EE) 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.
  • 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.

Benefits

  • Join an ever-growing, market disrupting, global company
  • Fast-paced, collaborative, and creative environment
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations

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Job Closed