Technical Customer Success Manager

NiCE is a leading AI-first CX platform that delivers AI solutions for customer experiences. The Technical Customer Success Manager will support Customer Success Managers by providing technical expertise across enterprise customers and ensuring successful implementation and optimization of conversational AI solutions.

Responsibilities:

• Act as a shared technical resource for CSMs across multiple enterprise accounts
• Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice
• Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers
• Serve as an escalation point for complex “how does this work” or “how should we do this” questions
• Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration
• Support NLU configuration, training, testing, and optimization
• Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions
• Help customers understand platform capabilities, limitations, and recommended patterns
• Support customers operating conversational AI solutions within contact center environments (voice and digital)
• Provide high-level guidance on integrations with CCaaS, CRM, and backend systems
• Help customers troubleshoot issues related to conversation behavior, routing, and experience design
• Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues
• Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams
• Contribute to internal documentation, enablement materials, and best-practice guides for CSMs
• Help standardize technical guidance across the customer base
• Enable CSMs to handle more technical conversations independently over time
• Improve internal processes and documentation to support a growing enterprise customer footprint

Requirements:

• 3–5 years of experience in conversational AI, virtual agents, or intelligent automation
• Experience in a customer-facing technical role (Customer Success, Solution Consulting, Technical Support, or Professional Services)
• Experience supporting enterprise customers in a one-to-many or scaled model
• Strong understanding of conversational AI fundamentals, including NLU concepts (intents, entities, training data, evaluation)
• Generative AI and LLM-based conversational systems
• Agentic AI and multi-step orchestration patterns
• Solid understanding of contact center operations and customer service workflows
• Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders
• Structured, organized, and comfortable juggling multiple customers and priorities
• Clear communicator with a pragmatic, solution-oriented mindset
• Curious and eager to stay current with advancements in conversational and generative AI
• Strong sense of ownership and customer focus
• Hands-on experience with enterprise conversational AI platforms
• Familiarity with Cognigy or similar products
• Experience working with voice automation and CCaaS integrations