Tech Manager, Professional Services , CX

AI overview

Lead technical implementations of AI-driven solutions while collaborating with cross-functional teams to enhance client-driven deployments in a dynamic environment.

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 Role All About? 

The Professional Services Manager is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem.  As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.  

How Will You Make an Impact? 

  • Technical Implementation and Configuration:  
    • Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
    • Build and maintain integrations using APIs, modern web technologies, and authentication standards.
    • Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
    • Develop proofs of concept (PoCs) and production-ready solution components.
    • Support testing, validation, and go-live activities to ensure solutions are functioning as expected across customer environments. 
  • Technical Problem Solving & Quality:  
    • Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
    • Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
    • Ensure implementations meet quality, performance, security, and usability standards.
    • Produce documentation including specifications, test cases, and deployment materials. 

  • Collaboration with Implementation Team:  
    • Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
    • Participate in customer workshops to clarify technical details, validate feasibility, and provide subject‑matter input.
    • Maintain clear and consistent communication across cross‑functional delivery teams.

 Have You Got What It Takes? 

  • Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
  • 16+ years of professional experience, with experience in digital channels or AI/Bot software applications preferred.
  • 5+ years in a technical leadership or people management role (team lead, tech lead, engineering manager, or similar).
  • Technical & Architecture Skills:
    • Strong proficiency in JavaScript; Python familiarity is a plus.
    • Prior experience with either one language – C#, Java
    • Solid understanding of:
      • Hands on exp on Web APIs, SOAP and REST implementations.
      • Modern authentication (OAuth2, OIDC, SAML)
      • Browser and web security (CORS, X Frame Options)
      • HTML/CSS and front-end fundamentals
      • Prompt Engineering and AI integration patterns
    • Knowledge of databases (SQL/NoSQL) and data integration patterns.
    • Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
    • Strong understanding of conversational UX, AI driven interfaces, and enterprise AI orchestration.
  • Communication and Collaboration:
    • Clear, confident written and verbal communication skills.
    • Comfortable engaging with customers to explain technical concepts and implementation decisions.
    • Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
  • Leadership & People Management:
    • Experience managing and mentoring engineers, conducting performance reviews, and supporting career development.
    • Ability to define technical standards, best practices, and coding guidelines across the team.
    • Experience driving technical roadmap planning and aligning engineering deliverables with business priorities.
    • Strong stakeholder management skills, including handling escalations and cross-functional collaboration.
  • Communication & Collaboration:
    • Clear, confident written and verbal communication skills.
    • Comfortable engaging with customers and senior stakeholders to explain technical decisions, architecture, and implementation strategy.
    • Effective leader in design reviews, technical discussions, sprint planning, and delivery execution.
  • Delivery & Process:
    • Experience defining and improving engineering processes, documentation standards, and delivery frameworks.
    • Authored and reviewed design documents, functional requirements documents, test strategies, and deployment guides.
    • Experience working in Agile/Scrum environments, including sprint planning, retrospectives, and release management.
  • Willingness to work in US shift (5 PM – 2 AM IST).

You Will Have an Advantage If You Also Have: 

  • Experience with NiCE CXone products or other cloud-based contact center platforms. 
  • Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).

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) is an innovation leader in AI, cloud, and digital solutions, serving over 25,000 global businesses, including 85 of the Fortune 100 corporations. With over 8,500 employees across 30+ countries, NICE software handles more than 120 million customer interactions and monitors over 3 billion financial transactions daily. NICE is committed to diversity and inclusion, ensuring equal opportunities for all candidates.

 

Requisition ID : 9964

Reporting Into : Director

Role Type : People Mnaagement

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.

 

[Temp Description] Why NICE? NICE works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. But, of course, world-class cloud software and incredible customer experience don’t build themselves. Every success at NICE starts with the passionate, collaborative people who work here—all committed to pushing the envelope of what technology can do for our customers, while also striving for individual and collective growth.

View all jobs
Ace your job interview

Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.

Manager Q&A's
Report this job
Apply for this job