Manager, Customer Service

At NiCE, we challenge our limits, set the highest standards, and execute beyond them. We’re ambitious, game changers, and play to win. If you’re like us, we can offer you the ultimate career opportunity.

About the role

Lead end-to-end deployment of large-scale SaaS platforms across enterprise contact centers, ensuring on-time delivery and seamless account onboarding. Oversee integrations with CRM and cloud telephony platforms including Zendesk, Salesforce, Amazon Connect, and other contact center technologies. Serve as a strategic partner for enterprise customers, driving successful deployments, customer satisfaction, and long-term retention.

Responsibilities

• Drive cross-functional collaboration with Product, Engineering, and Customer Success teams to optimize system performance, customer onboarding, and solution adoption.
• Manage deployment and optimization of Workforce Management (WFM) and Quality Management (QM) software, improving forecasting, scheduling, and agent performance.
• Design, implement, and maintain customer service workflows across omnichannel ecosystems (voice, chat, email, and social).
• Deliver performance improvements through operational analytics, process standardization, and automation initiatives.
• Lead strategy and execution for AI-driven service initiatives including chatbot development, conversational AI workflows, and machine-learning-based automation.
• Collaborate with technical teams to design and deploy intelligent support solutions that improve CSAT, resolution time, and operational efficiency.
• Identify emerging CX technologies and drive the adoption of modern tools and AI capabilities.
• Manage and mentor technical engineers across North America, the EU, and APAC regions.
• Oversee hiring, training, performance coaching, and professional development for service delivery and technical teams.
• Establish KPIs, quality standards, and service excellence benchmarks across all regions.

Requirements

• Master’s degree or foreign equivalent in Information Systems, Computer Science, or related field, plus 5 years of experience in the job offered or related occupation.
• Experience working in Service, Customer Success, or Contact Center–related industries.
• Experience leading large-scale SaaS deployments in enterprise environments.
• Experience with CRM systems (Zendesk, Salesforce, and Amazon Connect).
• Experience with voice/telephony platforms.
• Experience deploying and managing Workforce Management (WFM) and Quality Management (QM) platforms in the contact center space.
• Experience with conversational AI and customer service automation, including building and deploying chatbots and AI workflows to facilitate ticket deflection and self-service automation.
• Experience managing global teams.
• Experience with project management.
• Experience with stakeholder management and cross-functional collaboration.

Pay

$214,386.00 to $321,579.00 per year

About the company

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 excelling in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.