[Remote] Senior Program Manager, CX
Note: The job is a remote job and is open to candidates in USA. NiCE is a global leader in software solutions, known for its innovative approach to customer experience and AI technology. The Senior Program Manager will play a key role in delivering CXone Mpower software features, collaborating with various teams to ensure successful execution of strategic initiatives and product launches.
Responsibilities
- The Senior Program Manager collaborates with Product Management to disseminate customer-centric requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers
- Execute the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership
- Interface with teams throughout company to drive, plan, and implement software objectives
- Serve as a unifying force for complex and cross-organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience
- Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget
- Articulate status and plan with accuracy, concise language and a focus on deliverables and risk identification
- Perform the scrum master role for multiple teams
- Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones
- Give clear and timely direction for product and project questions
- Coordinate with Product Management for product launches and technical documentation
- Be an expert with respect to the product line and usability
- Good understanding of competitive landscape
- Maintain and share deep understanding of the product from the end-user perspective
- Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability
- Occasional travel for client-site visits or industry tradeshows
- May also manage other program or project managers
- Occasional staff selection, coaching, goals, performance, and evaluations
- Share job knowledge, skills and ideas with other employees
- Follow the company Code of Ethics and NiCE policies and procedures at all times
- Communicate in an effective and professional way with customers in and outside of NiCE
Skills
- Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required
- 12+ years of project leadership in a cross-functional environment
- 12+ years hands-on experience working in a key software development lifecycle role
- 10+ year of demonstrated success defining and launching products
- 10+ years of demonstrated experience writing software specifications
- Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master
- Demonstrated progressive work experience in a lead role
- Proactive, responsive and committed to removing roadblocks to fulfill timelines
- Strategic thinker, consensus builder
- Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences
- Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts
- Experience working with and influencing cross-functional teams without formal authority
- Strong technical background with experience in communications, customer experience, AI, telephony, hosted-solutions, or contact center related fields
- Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment
- Excellent facilitation, interviewing, and presentation skills
- Excellent written and verbal communications skills
- Good understanding of AI fundamentals - including large language models, tokens, Multi-agents, prompt engineering, context management, and the evolving landscape of generative AI tools and capabilities
- Product Management experience using formal techniques and principles
- Experience working with graphical user experience and user interface design
- Experience working with object-oriented software development, web services, web development or other similar technical products
- Understanding of standard engineering processes and software development methodologies
- Experience with user acceptance testing, regression testing, integration testing
- PMI, PMP, Certified Scrum Practitioner, Certified Scrum Master certifications
Benefits
- 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!
- 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.
Company Overview
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