Senior Product Manager, CX
HybridSandy, Utah, United States
Job Summary
Own innovative capabilities across the NiCE Agentic Engagement Plane, shaping how AI understands customer interactions for effective system and/or agent handoff. Personally design, prototype, and validate AI-driven product experiences, turning insights from research and direct customer engagement into working product artifacts. Deliver clear, actionable roadmaps grounded in validated concepts, using prototypes as core decision-making tools to de-risk complexity and accelerate time-to-value. Champion customer experience excellence through experimentation and feedback-driven improvements while collaborating in a cross-functional environment with product, engineering, and data teams. Lead data-driven decision making using analytics and model performance insights to guide priorities. Apply AI tools across discovery, spec writing, and stakeholder communication, with an advantage in GenAI prototyping, contact center platforms, and cloud architectures.
Required Qualifications
- 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
- Experience influencing decisions across multiple global stakeholders and functions
- Strong analytical and problem‐solving skills, with a bias toward outcomes and execution
- Experience translating 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
- Ability to 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
- Bachelor's degree required
Desired Qualifications
- 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
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