Manager, Professional Services

Role Overview

• 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.

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