Senior Program Manager, CX

NICE
Sandy, UT
Job Description
Senior Program Manager, CX role at NiCE, responsible for delivering CXone Mpower software features and roadmap to high-end customers. The role requires 12+ years of project leadership, hands-on experience in software development lifecycle, and demonstrated success in defining and launching products.

Requirements

  • Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience
  • 12+ years of project leadership in a cross-functional environment
  • 12+ years hands-on experience working in a key software development lifecycle role
  • 10+ year of demonstrated success defining and launching products
  • 10+ years of demonstrated experience writing software specifications
  • Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master
  • Demonstrated progressive work experience in a lead role
  • Proactive, responsive and committed to removing roadblocks to fulfill timelines
  • Strategic thinker, consensus builder
  • Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences
  • Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts
  • Experience working with and influencing cross-functional teams without formal authority
  • Strong technical background with experience in communications, customer experience, AI, telephony, hosted-solutions, or contact center related fields
  • Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment
  • Excellent facilitation, interviewing, and presentation skills
  • Excellent written and verbal communications skills
  • Good understanding of AI fundamentals - including large language models, tokens, Multi-agents, prompt engineering, context management, and the evolving landscape of generative AI tools and capabilities
  • Experience Preferred: Product Management experience using formal techniques and principles
  • Experience working with graphical user experience and user interface design
  • Experience working with object-oriented software development, web services, web development or other similar technical products
  • Understanding of standard engineering processes and software development methodologies
  • Experience with user acceptance testing, regression testing, integration testing
  • PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications

Benefits

  • NICE-FLEX hybrid model
  • Maximum flexibility: 2 days working from the office and 3 days of remote work, each week
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