Manager, Customer Service @NiCE

Overview

The role of Manager, Customer Service at NiCE involves leading the end-to-end deployment of large-scale SaaS platforms across enterprise contact centers, ensuring timely delivery and seamless onboarding.

Key Responsibilities

• Oversee integrations with CRM and cloud telephony platforms, including Zendesk, Salesforce, and Amazon Connect.
• Drive collaboration with Product, Engineering, and Customer Success teams to optimize system performance and customer onboarding.
• Serve as a strategic partner for enterprise customers, managing successful deployments and ensuring customer satisfaction.
• Manage deployment and optimization of Workforce Management (WFM) and Quality Management (QM) software.
• Design and maintain customer service workflows across omnichannel ecosystems.
• Lead AI-driven service initiatives, including chatbot development and machine learning-based automation.
• Mentor technical engineers across multiple regions.
• Establish KPIs and quality standards 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 a related occupation.
• Experience in Service, Customer Success, or Contact Center industries.
• Experience leading large-scale SaaS deployments in enterprise environments.
• Proficient with CRM systems including Zendesk, Salesforce, and Amazon Connect.
• Experience deploying and managing WFM and QM platforms.
• Knowledge of conversational AI and customer service automation.
• Experience managing global teams.
• Strong project and stakeholder management skills.

Benefits

Salary range from $214,386.00 to $321,579.00 per year.

Location

Hybrid telecommuting permitted pursuant to company policy.

How to Apply

Click apply or send resume to marian.alvarado@nice.com.