NICE

Build and maintain AI platform components and collaborate on production AI solutions. | 2-5 years experience with Python or TypeScript and hands-on LLM application development with Azure AI proficiency. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. IT Software Engineer, Core AI Development So, what’s the role all about? NICE is assembling a core engineering team to build the internal AI platform that powers intelligent automation across the enterprise. As IT Software Engineer in the Orchestration AI Development team, you will move beyond using AI tools, you will build them. You will implement the foundational components of NICE's AI architecture: the integration layer that connects enterprise systems via MCP, the agent orchestration engine, the Models Gateway, RAG pipelines, and the tooling that makes every developer at NICE more productive. Your work ships to production and is used daily by hundreds of colleagues. This is a full-stack engineering role with a strong AI focus. You will write clean, production-quality code, collaborate closely with the Software Architect and DevOps teams, and operate with significant autonomy on technically complex problems. How will you make an impact? You will own and build the core components of NICE's AI platform, the integration layer, agent platform, Models Gateway, RAG pipelines, and developer tooling, working hands-on across the stack with the Architect, DevOps, and Security teams. Build the MCP Integration Layer • Implement MCP server and client libraries that connect enterprise systems (Atlassian, Microsoft 365, ServiceNow, Workday, Salesforce, Snowflake) to AI agents • Design and expose clean tool schemas; handle auth flows (OAuth2, managed identity); implement error handling, retries, and rate limiting • Build the A2A (Agent-to-Agent) interoperability layer enabling multi-agent collaboration across the platform Develop the AI Agentic Platform • Implement production-grade AI agent frameworks: ReAct loops, tool-augmented reasoning, multi-agent orchestration, memory and state management • Build agent harnesses for specific NICE use cases: IT helpdesk automation, procurement workflows, HR self-service, developer productivity agents • Integrate with Azure AI Foundry and Anthropic Claude API, managing context windows, tool use, streaming responses, and multi-turn conversations Engineer the Models Gateway • Build a unified gateway abstracting multiple LLM providers (Azure OpenAI, Anthropic, open-source models via Azure ML) • Implement model routing logic, fallback chains, cost-based dispatch, latency budgeting, and per-team quota enforcement • Add logging, token metering, and usage dashboards for FinOps visibility Build RAG Pipelines & Vector Infrastructure • Design and implement document ingestion pipelines: chunking, embedding generation, metadata enrichment, and upsert into vector stores • Build retrieval pipelines with hybrid search (dense + sparse), re-ranking, and context assembly for LLM prompts • Manage vector DB infrastructure on Azure AI Search and/other; own schema design and index optimization Implement Prompt Management & LLM Evals • Build a prompt registry: version control, templating engine, environment promotion, and rollback • Design and run LLM evaluation pipelines: automated regression tests, hallucination detection, task-specific benchmarks • Implement human-in-the-loop feedback collection and model performance tracking dashboards Contribute to Developer Tooling & CI/CD • Build and maintain GitHub Actions workflows for AI component testing, deployment, and rollback • Write reusable SDK / client libraries for internal teams consuming the AI platform • Integrate GitHub Copilot and Azure AI Foundry into the development workflow; document patterns for the broader R&D org Observability & Production Operations • Instrument all AI components with OpenTelemetry: traces, metrics, and structured logs • Build Azure Monitor dashboards and alerts covering inference latency, error rates, token spend, and agent success rates • Participate in on-call rotation for critical AI platform services Have you got what it takes? • 2-5 years of professional software engineering experience with Python or TypeScript in production environments • Hands-on experience building and deploying LLM-powered applications: RAG pipelines, agents, tool use, or prompt engineering systems • Strong understanding of REST API design, async programming, and event-driven architecture • Experience with at least one agent or orchestration framework: LangChain, LangGraph, AutoGen, CrewAI, or equivalent • Practical knowledge of Azure services: at minimum Azure OpenAI, Azure Storage, and Azure Container Apps or AKS • Solid Git workflow: branching, PRs, code review, CI integration • Ability to write clean, tested, documented code that others can build on • Comfort working in fast-moving environments with evolving requirements • Fluency in English Bonus: • Experience implementing MCP servers / clients or similar tool-integration protocols • Familiarity with the Anthropic Claude API, tool use patterns, and multi-turn conversation management • Experience with vector databases: Azure AI Search, pgvector, Qdrant, Weaviate, or Pinecone • Knowledge of LLM evaluation frameworks: Evals, RAGAS, LangSmith, or custom harness development • Experience with GitHub Copilot enterprise configuration, policy management, or extension development • Background in enterprise IT systems integration (Jira, ServiceNow, Salesforce, Workday, M365) • Familiarity with OpenTelemetry instrumentation and Azure Monitor / Grafana Why Join Us? At NiCE, we don’t just connect systems, we connect people, platforms, and possibilities. In this role, you’ll be at the heart of driving product unification, governance, and go-to-market alignment across a mission-critical platform. You’ll join a team that breaks down silos and enables seamless customer experiences across our product ecosystem. If you are a strategic thinker, a collaborative leader, and passionate about delivering cross-platform value, this is your opportunity to shape the future of customer experience with NiCE. 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. About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Lead a consulting organization delivering strategic advisory services on AI, analytics, and operational improvements in contact centers. | Requires 12+ years consulting or CX strategy experience in enterprise software/SaaS and a postgraduate degree. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. The Director of Value Realization Services (VRS) is an experienced leader responsible for ensuring customers achieve measurable business value and ROI from their NICE solutions, specifically Quality, (Interaction / Speech / Text) Analytics and AI-driven capabilities. This role oversees a team of business consultants and application consultants who drive customer transformation, solution adoption, operational improvements, change, governance, and data-based decision-making across the contact center CX landscape. The ideal candidate brings strong consulting expertise, business acumen, and operational knowledge to guide enterprises through modern CX strategies, ensuring AI, Analytics, Coaching and Quality work together to deliver meaningful outcomes. Core Pillars of Responsibility for this role Strategic Consulting & Advisory Services – Managing consultants who are responsible for delivering business consulting to help customers optimize the use of their NICE solutions (quality, Interaction/Text/Speech Analytics and related solutions) and achieve business outcomes. Domain-Specific Business Consulting – Managing consultants who lead initiatives for Interaction/Speech/Text Analytics, Quality and Feedback Management to maximize efficiency and CX impact. Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals. Committed to delivering exceptional customer outcomes through the strategic implementation and evolution of NiCE solutions. Key Responsibilities Lead and grow a high-performing consulting organization. Drive consulting Delivery Excellence. Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value. Ensure consultants drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI. Drive operational excellence across the organization by establishing a process-driven culture focused on measurable outcomes. Oversee daily operations and execution, ensuring the consistent delivery of key performance indicators (KPIs) and consulting metrics. Translate high-level strategy into structured, repeatable processes that advance organization-wide goals in a scalable manner. Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives. Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals. Proactive, hands on management of team. Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness. Represent VRS in executive briefings, customer forums, and market-facing events. Qualifications & Experience 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS. Proven success leading consulting teams that deliver measurable business value through the use and maturation of CX technology solutions. Strong understanding of CCaaS, analytics, Quality and modern / AI CX capabilities, including the strategic application of AI to enhance outcomes. Strong business, financial, operational acumen, including managing P&L Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value. Familiarity with NICE CXone, Enlighten Interaction Analytics, Nexidia, or comparable Interaction / Speech / Text Analytic platforms is required. Expertise in Interaction / Speech / Text analytics and quality management. MBA or advanced degree in Business, Analytics, Data Strategy, or a related field. Attributes Strategic thinker who integrates advanced capabilities—including AI—into broader CX, operational, and change management models. Excellent communicator with exceptional executive presence. Innovative, adaptable, and passionate about customer success, measurable value, and transformation leadership. About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Build code examples, PoC integrations, and tools to bridge CXone and partner ecosystems, document integration patterns, and translate partner feedback for product teams. | Requires 3+ years professional software development experience, proficiency in JavaScript, Python or Java, and experience with RESTful APIs and web technologies. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. What's the DEVone Integration Engineer role all about? The NICE DEVone ecosystem includes hundreds of AI/software partners (ISVs) offering complementary CXone solutions. As the DEVone Integration Engineer, you're the technical bridge between CXone and our partner ecosystem—building the code examples, PoC integrations, and tools partners use to evaluate and implement their integrations. This role requires: • Technical depth to build real integrations (APIs, authentication, real-time streaming) • Communication skills to translate complex concepts for partners with varying expertise • Problem-solving focused on defining the actual problem, often the hardest part • Partner empathy to understand what partners need and meet them where they are How will you make an impact? • Document integration patterns and communicate technical guidance to partners with varying expertise levels • Build sample applications and proof-of-concept integrations for common patterns • Troubleshoot partner integration challenges hands-on • Translate partner feedback into clear problem statements for Product and Engineering teams • Maintain integration examples and internal tooling for partner onboarding Have you got what it takes? • BS or MS in Computer Science or related degree (or equivalent practical experience) • 3+ years of professional software development experience • Strong proficiency in one or more languages: JavaScript/TypeScript, Python, Java, C#/.NET • Experience building integrations with RESTful APIs (authentication, error handling, third-party platforms) • Solid understanding of web technologies (HTTP, WebSocket, JSON, OAuth) • Strong debugging skills across integration scenarios (API failures, authentication issues, network-level troubleshooting) • Excellent communication skills—explain technical concepts clearly to both technical and non-technical audiences • Strong problem-solving approach—clarify ambiguous requirements and nail down root causes • Experience collaborating with external partners, customers, or developer communities in a technical capacity • Partner empathy—understand partner needs and build solutions that meet them where they are You will have an advantage if you also have experience with: • Contact center technologies (ACD, IVR, CTI, telephony, screen pop) • Building sample applications, PoC integrations, or writing developer documentation • Network and telephony (SIP protocol, VoIP, RTP, signaling flows) • Real-time communication protocols (WebSocket, WebRTC, SIP backchannel) • SaaS platform integrations (Salesforce, ServiceNow, CRM systems) • AI/ML integration patterns (agent assist, real-time transcription, RAG) • AWS services (Lambda, API Gateway, S3), CI/CD tools, Docker • Database experience (SQL, NoSQL) What's in it for you? Join the DEVone team—a high-impact engineering group within NICE CXone. You'll: • Build the examples and tools that enable hundreds of partners to integrate with CXone • Work directly with partners—combining hands-on coding with relationship building • Influence platform direction by bringing partner feedback to product teams • Gain deep expertise in contact center technology, real-time streaming, and AI integration • Work on diverse challenges where communication skills are as important as code NICE is a market leader in customer experience platforms, and DEVone is at the forefront of making CXone the most partner-friendly platform in the industry. If you're passionate about building technical solutions that empower others and developing strong partner relationships, you may just be our next DEVone NICEr! About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Implement and support AI agent platforms with technical troubleshooting and client support. | 3+ years in professional services or software implementation with SQL, JavaScript, API experience, and strong client communication. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what's the role all about? We are looking for a Professional Services Engineer to grow our professional services team here in the US. In this new role, you will become a Proactive AI and Cognigy expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe. Working with the US teams you will provide implementation and configuration in both our deterministic and agentic platforms. How will you make an impact? Implement Proactive AI Agents under the guidance of senior engineers, from requirements understanding through configuration, testing, and deployment. Support client engagements by delivering assigned technical tasks with a focus on quality, accuracy, and customer satisfaction. Collaborate with regional and global teams to build, test, and support proactive customer journeys using internal tools and APIs. Analyze client requirements and assist in translating business processes into automated solutions. Configure and customize the SaaS platform to meet customer needs. Assist in documenting solution designs, integrations, and implementation steps. Perform troubleshooting, debugging, and issue resolution for implemented solutions. Support customer journey optimization using transactional data and basic analytics. Write and debug JavaScript code to support integrations and custom logic. Participate in knowledge sharing, documentation, and continuous improvement initiatives within the team. Provide implementation or post‑go‑live support. Perform other duties as assigned in support of Professional Services objectives. Have you got what it takes? 3+ years of experience in professional services, software implementation, technical support, or related roles. Solid proficiency in SQL and JavaScript; familiarity with C#, Python, HTML, and CSS is a plus. Experience working with APIs for integration and data exchange in SaaS or enterprise environments. Ability to troubleshoot technical issues and follow established implementation best practices. Strong written and verbal communication skills, with the ability to work effectively with clients and internal teams. Willingness to learn new tools, technologies, and platforms in a fast‑paced environment. You will have an advantage if you have: Technical expertise in data structure extraction and summarization Experience with JavaScript, C#, SQL, HTML, CSS, Python Experience with integration tools Basic experience with data analysis, reporting, or dashboards using SQL or BI tools. Exposure to client‑facing or support roles in a global or distributed team environment. Demonstrated ability to manage multiple tasks and priorities with guidance from senior team members. Experience using automation tools and AI 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: 11457 Reporting into: Director, Professional Services, Agentic Role Type: Individual Contributor About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Manage end-to-end delivery of customer projects and serve as primary contact for a portfolio of accounts. | Strong project management knowledge and professional services delivery experience, preferably in IT, with PMP certification preferred. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Lead Client Services Project Manager The Lead Client Services Project Manager is responsible for the end-to-end delivery of customer projects. They are accountable for all services delivery for a portfolio of accounts and act as a single point of contact for those clients during the Day 1 phases. This includes implementation, rollout, and delivery of products and services, solution adaption, as well as business development and generating new business jointly with the sales team. Performance in the role is measured by strong stakeholder alignment, achievement of Program or Project objectives, proactive management of risks and issues and strong customer satisfaction. This role requires a dynamic problem solver who can lead geographically diverse teams of technical and business stakeholders through the full Project lifecycle. Responsibilities & Deliverables: Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast. Ensure implementation of projects per client requirements. Create and facilitate Project/Program Steering Meetings as required. Responsible for the delivery and management of all project scope with a focus on ensuring high levels of customer satisfaction. Responsible for End-to-end management of Projects or Program(s) including: Project or Program definition, estimation, and planning, potentially including Projects managed by other Project Managers Scope Management Time Management Cost Management Quality Management Human Resource/ Personnel Management – including geographically diverse teams Communications Management Risk & Issue Management Procurement/Subcontractor Management Revenue Forecasting Customer and NICE Stakeholder Management Effective adoption of NICE project management methodology, processes, tools, techniques, and templates as required. Develop, manage, and maintain detailed project plans and schedule throughout the project life-cycle, assuming complete ownership of all aspects of the solution delivery. Team building and team motivation to achieve Project or Program objectives. Act as a single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders resulting in strong CSAT at the project and relationship levels. Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required. Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine. Be able to identify opportunities and partner with Services Sales cultivate opportunities to sell services within the portfolio of accounts. Qualifications & Education Requirements: Strong knowledge about client service. Experience in an IT Professional Services organization is preferred. Experience in PMI Standards and approach. PMP certification is preferred but not a requirement. Experience in Call Center Operations and related Products/Software is preferred but not a requirement. Good management and leadership abilities Excellent communication and presentation skills Ability to grasp the requirements of clients and ensure they are addressed through the project execution. Strong knowledge of Project Management practices and Professional Services delivery Ability to review project risk factors and suggest alternative solutions. In-depth project management and technical experience. Ability to identify when customer need translates into opportunity for selling additional services. Personal Leadership Skills: Collaborates with team members to achieve results. Manages in complex environments, in matrix organizations, and with major customers. Leads in highly complex environments, in matrix organizations, and with major customers. Effectively manages complexity and change in his/her professional domain. Ability to effectively communicate complex technical subject matter in a clear and concise fashion. Persuasive, confident with excellent negotiation skills Passionate and empathetic towards the customer experience Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction. Develops, drives, and contributes the team. Business Impact: Sound business and financial understanding Experience in partnering with clients Strong focus on customer satisfaction Responsible for revenue delivery and forecasting Value realization Identify Services business opportunity Holds full domain responsibility Excellent business and financial understanding Experience in partnering with clients to deliver added value at every touch point of project execution Applies ongoing professional discretion Proactively seeks for improvement within and across domain Experience in partnering with clients to deliver high-level added value at every touch point of project executio About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Lead end-to-end delivery of services and support for major accounts, oversee project management community, and collaborate with sales to drive revenue growth. | 8-10 years account management experience, 3+ years management experience, preferably with IT or Business degree, and PMI certification valued. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. The Americas Director, Program Management is personally responsible and accountable for all services and support aspects for major accounts - acting as a single point of contact for the customer. This includes implementation, rollout, and delivery of products and services as well as business development and generating new business jointly with the sales team. The Director is also responsible for the performance of the project management community, working closely with the Service’s Director to ensure delivery as per agreed KPIs and practices. General Roles and Responsibilities Define and govern project implementation methodology, quality standards, control / governance and continuous improvement for delivered projects and practices Full ownership & accountability of projects (Day 1) Supporting Service’s Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million revenue targets Oversee several accounts projects from managerial perspective, as well as personally manage projects as individual contributor Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities Responsible for customer satisfaction and transaction survey results conducted for project management community Defining project goals and delivery plans, KPIs for project managers and objectives Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services and production Directly responsible for improving and maintaining long-term customer satisfaction goals Develop and maintain positive and productive long term working relationship with customer’s business and operations managers, as trusted advisor Work jointly with sales to promote and expand sales of NiCE solutions, as well as value added services such as training and consulting Provide guidance to other PMs while working with the assigned major account Identify, drive / executive continuous improvement initiatives that bring us long term positive impact for Major Account Program Serve as an escalation point for the customer Requirements At least eight to ten years of account & customer management experience At least three years of management experience Knowledge of both theoretical and practical aspects of project management PMI Certification is an asset Contact Center industry background (Avaya, Cisco) and strong technical orientation Software / solution deployment projects delivery experience in the IT world Experience working in multi-culture environment, serving regional and global customers Bachelor or Masters degree in IT management or Business preferred Competencies Customer Management Excellent communication and presentation skills, mainly with executives Understand the client business and technical environment – be a business enabler Able to identify potential challenges, mitigate risks and manage escalations Account Management Strategic – be able to anticipate down the road initiatives with clients Good business and financial understanding Lead team and processes on time-on budget-on quality Leadership and management Ability to develop, drive, and contribute in a high performance team Ability to manage a team in matrix environment Ability to partner, align and coordinate with the sales team. Key Success Factors Delivery performance Customer Satisfaction – internal and external Business growth; new services booking and reoccurring revenue Optimization of P&L About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Lead complex AI and software projects as primary client partner, coordinating stakeholders and managing risks and communications. | 8+ years project management in software delivery, PMP certification, success with Agile, Waterfall, hybrid in SaaS and AI environments. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. We are seeking an AI delivery‑driven leader to guide complex, customer‑facing projects from initiation through closure. In this role, you will provide strategic directions across end‑to‑end delivery, act as the primary client partner, and ensure clear, consistent communication up to the leadership level. You will work closely with technical, product, and AI/GenAI stakeholders to drive roadmap alignment, support go‑to‑market readiness, and proactively manage risks, dependencies, and escalations. The ideal candidate brings strong leadership presence, proven experience overseeing multiple concurrent initiatives, and a solution‑oriented mindset that drives team alignment, smooth execution, and measurable customer value. Role Description: Manage high‑visibility software and AI/GenAI projects, ensuring delivery aligns with scope, timelines, and customer expectations. Manage project plans, schedules, RAID logs, and all core project documentation. Provide clear and consistent communication with executive leadership. Drive ownership and accountability. Manage escalations with professionalism and urgency. Guide teams through the project lifecycle. Mentor project managers and help advance best‑practices across the PMO. Navigate shifting priorities and adjust project approaches meet evolving business and customer needs. Experience: 8+ years of project management experience leading complex, customer‑facing software delivery projects. Proven success managing full end to end delivery using Agile, Waterfall, and hybrid methodologies. Experience delivering technical, SaaS, and AI/GenAI projects. Strong analytical skills with a track record of managing risks, revenue, and escalations. Excellent communication & expectation management Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, & Power BI). PMP certification required. 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! This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​ About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Manage enterprise customers to maximize AI technology investment value and drive business outcomes through retention and expansion. | At least 5 years in software customer success with expertise in CCaaS or Conversational AI and strong executive communication skills. | At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The Customer Success Manager is required to ensure Cognigy’s customers feel they are supported and guided through their journey with implementing Cognigy’s products and to ensure their expected outcomes are delivered with further expansion also achieved. The role serves the Director Customer Success to maintain a balanced portfolio across the CS team, and the wider company is served to streamline communication externally.​ How will you make an impact? Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases. Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions. Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features. A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations. Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business. Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn. Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company. Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth. Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long-term customer success. Have you got what it takes? At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption. CCaaS, AI or conversational AI a MUST. A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers. Must be adept at building rapport and fostering collaborative relationships. Empathetic to customer needs with the ability to employ a user-centric approach to ensure seamless customer experience. An analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value-driving activities. Openness to travel up to 20% of the time within he USA A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization. A personal alignment with our company’s values and culture, contributing positively to our work environment. Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes. 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! About Cognigy NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages. Requisition ID: 9783 Reporting into: Team Lead, CSM Role Type: Individual Contributor About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.