Senior Product Manager, CX

About the role

NiCE is looking for a Senior Product Manager to lead the definition and hands-on creation of the NiCE Agentic Engagement Plane (AEP).

The NiCE AEP is the next-generation architecture for the contact center. It is the coordination layer above channels, AI providers, and the human workforce where every customer engagement becomes the durable unit of work, and existing CRM and CDP systems persist as memory rather than getting ripped out.

Responsibilities

• Own innovative capabilities across the NiCE AEP, shaping how AI understands customer interactions, for effective system and/or agent handoff.
• Have the opportunity to personally design, prototype, and validate AI-driven product experiences.
• Build the next generation of AI-powered CX solutions—not just features, but intelligent systems and working prototypes—while maintaining NiCE’s standards for security, governance, and enterprise readiness.
• This is a highly hands-on product role, ideal for a Product Manager who enjoys building, experimenting, and turning ideas into tangible product artifacts quickly.

Requirements

• 7+ years of software product management experience, delivering enterprise-grade cloud solutions.
• Own domain expertise for your service area: AI capabilities, competitive landscape, customer adoption, and real-world production performance.
• Proven hands-on experience working on AI-powered, data-driven, or automation-centric products.
• Strong technical/platform background with ability to have technical discussions with architects and R&D teams. Ability to personally prototype solutions.
• Influence decisions across multiple global stakeholders and functions.
• Strong analytical and problem-solving skills, with a bias toward outcomes and execution.
• Translate concepts and ideas into concrete product artifacts (prototypes, flows, experiments, validation plans).
• Excellent communication skills—able to engage effectively from executive leadership to individual contributors.
• Manage multiple initiatives in parallel and thrive in a fast-paced environment.
• Comfortable working directly with customers and partners, including in high-pressure situations.
• Strong cross-functional leadership and project management skills.

Skills

• Hands-on experience using GenAI tools for prototyping, discovery, experimentation, or productivity.
• Experience in Customer Experience, Contact Center, CCaaS, CPaSS, or enterprise SaaS platforms.
• Knowledge of AI/ML concepts, including model behavior, evaluation, and lifecycle considerations.
• Experience with cloud architectures (AWS, Azure, or GCP).
• Familiarity with IP telephony, digital channels, recording, compliance, or regulated enterprise environments.

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.
• 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.

Pay

Compensation is commensurate with experience.

Schedule

Flexible schedule available.