Jobs at NICE

• Discovery & Research: Conduct interviews with law enforcement, emergency dispatchers, or legal clerks to identify pain points that can be solved via AI (e.g., automated transcription, predictive resource allocation, or evidence management).
• Feature Definition: Translate user needs into clear PRDs (Product Requirement Documents), user ...

• Own the Automated Insights prototype across definition, planning, release, enhancements, and maintenance.
• Define and maintain a focused roadmap and prioritize functionality under product leadership.

• Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations.
• Build and maintain project plans, schedules, RAID logs, and core delivery documentation.

• Set the end-to-end technical direction for the team, including platform, technology, tools, and infrastructure
• Partner closely with Product, Design, and Engineering to shape product strategy, scope, and technical execution

• Interfacing with large priority customer accounts
• Work with various NiCE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues

• Develop and maintain the integrated project plan, covering all XSE lifecycle phases
• Own scope, schedule, budget, and resource planning

• Be the assigned Strategic account's primary point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement.
• Responsible for customer satisfaction, retention and reference ability for all assigned account...

• Strategic Advisory & Transformation Planning

Engage primarily at the VP and Director level — across CX, Operations, Technology, and Digital functions — to define transformation priorities, align on approach, and drive program execution
Build and maintain credibility with C-suite stakeholders when required, contributing to executive conversations with clarity and commercial rigor
Define AI transformation roadmaps that connect agentic automation strategy to measurable business outcomes including cost efficiency, service quality, and operational scale
Structure ambiguous business challenges into clear problem statements, workstreams, hypotheses, and recommendations that program owners can act on
Facilitate alignment workshops, stakeholder interviews, and working sessions to gather input, challenge assumptions, and drive cross-functional agreement
Develop business cases, transformation roadmaps, and senior-level materials that support high-stakes program decisions
Contribute data-driven, strategic insights to customers and internal team decisions
Contribute to NiCE's consulting IP, briefing materials, AI transformation playbooks, and vertical-specific accelerators

• Support sales opportunities by being a product expert and being able to demonstrate solutions capabilities
• Need to have a full understanding of Criminal Justice Process workflow as it pertains to digital evidence

• Experience with AI, conversational AI, virtual agents, agent assist, or automation in CX/contact center environments
• The ability to translate business outcomes into AI use cases and success criteria

• Design and build scalable backend services using C#
• Develop and optimize high-volume ETL and data ingestion pipelines

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products
• Assist customers to achieve desired business outcomes and ROI for implemented products

• Lead discovery and solutioning. Own discovery calls and technical deep dives to uncover pain points and identify opportunities across NiCE's Customer Service Automation portfolio — including AI-driven Intelligent Virtual Agents, Knowledge Management, Analytics, Intelligent Routing, and Digital Engagement.

• You'll operate at the crossroads of AI product strategy, (pre) sales and customer success.
• Work hand-in-hand with Product Managers and Engineers, and go-to-market (GTM) teams, to define, develop, and launch conversational AI agents that power large volumes of live customer interactions

• Manage delivery of software and AI-enabled projects under guidance of senior project managers.
• Maintaining project plans, schedules, RAID logs, and delivery documentation.

• Administer, optimize, and govern Kafka, AWS MSK, Kinesis, Kafka Connect, and OpenSearch platforms
• Design scalable, fault-tolerant, and secure streaming architectures

• Provide leadership in design, delivery, and support of software and platforms
• Provide leadership in management and behavior including senior level communication skills and abilities consistent with the 4E leadership model