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Manager, Professional Services - Job Opportunity at NICE Systems

Remote, United States
Full-time
Senior
Posted: January 18, 2025
Remote
USD 120,000 - 160,000 per year based on role scope and market conditions

Benefits

Comprehensive career development opportunities through NICE Academy
Leadership development programs
Global exposure working with Fortune 100 clients
Remote work flexibility
Professional growth through mentorship responsibilities

Key Responsibilities

Lead complex technical implementations and customizations of NICE CXone solutions
Manage and mentor junior consultants while maintaining billable project work
Drive strategic customer success through technical architecture leadership
Oversee end-to-end project lifecycle management for enterprise implementations
Direct team performance and professional development activities

Requirements

Education

BS/BA in technical or business field, MBA preferred

Experience

6+ years professional experience, 1+ years management experience

Required Skills

Senior-level technical configuration Process and data modeling Database design and development Technical architecture leadership Project management Business analysis Cost/benefit analysis Team supervision and mentoring
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Sauge AI Market Intelligence

Industry Trends

Contact center industry experiencing rapid digital transformation with AI integration becoming standard Growing demand for cloud-based CX solutions driving need for specialized implementation expertise Increasing focus on data-driven customer experience optimization creating new consulting opportunities

Role Significance

Typically managing 5-8 direct reports while handling 2-3 major client implementations simultaneously
Senior management position combining hands-on technical expertise with strategic leadership responsibilities

Key Projects

Enterprise-wide CX platform implementations Contact center digital transformation initiatives CRM integration and optimization programs Analytics and performance optimization projects

Success Factors

Strong balance of technical expertise and people management skills Ability to translate complex technical concepts for business stakeholders Experience in change management and stakeholder communication Deep understanding of contact center operations and best practices

Market Demand

High demand due to accelerating digital transformation initiatives and growing adoption of cloud contact center solutions

Important Skills

Critical Skills

Technical architecture expertise critical for complex enterprise implementations Project management capabilities essential for managing multiple concurrent initiatives Leadership and mentoring skills crucial for team development Business analysis capabilities necessary for translating client needs

Beneficial Skills

Experience with AI and machine learning applications in CX Knowledge of regulatory compliance in contact centers Familiarity with multiple CRM platforms Public speaking and training delivery skills

Unique Aspects

Rare combination of technical leadership and consulting responsibilities
Opportunity to influence product direction through client implementations
Exposure to Fortune 100 digital transformation initiatives

Career Growth

2-4 years in role typically required before advancement to director level

Potential Next Roles

Director of Professional Services Head of Solutions Architecture VP of Customer Success Chief Customer Officer

Company Overview

NICE Systems

NICE is a global leader in AI-powered CX software solutions serving 25,000+ businesses including 85 of the Fortune 100

Market leader in contact center software and analytics with strong presence in financial crime and compliance solutions
Global operation across 30+ countries with significant presence in North America and Europe
Innovation-driven environment with focus on digital transformation and AI advancement
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