Director Product Management

NICE • Seattle, WA

2d

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. About the Role NICE is defining the future of AI-powered customer experience. As Director of Product Management for Agent Copilot, you will own the product vision and strategy for how AI agents augment human agents in the contact center and beyond. This is the pivotal product in NICE's AI-first transformation: a real-time copilot that sits alongside agents, surfacing the right knowledge, automating routine actions, and coaching agents to deliver exceptional outcomes. You will lead a cross-functional team spanning R&D, data science, design, and professional services to ship products that materially improve agent performance, reduce handle time, and accelerate onboarding for some of the world's largest enterprises. Why This Role Matters Agent Copilot is the connective tissue in NICE's agentic CX platform strategy. It is the AI-first entry point for hundreds of thousands of contact center agents across NICE's global customer base It bridges the gap between full automation and human-led service, enabling a progressive path to autonomous CX It anchors three of NICE's six platform bets: Agentic Copilot, Guardian Agents, and Observability and Analytics It is the highest-visibility product in active enterprise deployments and the primary driver of AI-attached revenue growth

Requirements

• 10+ years in product management with 5+ years in a senior or director-level role at a SaaS or enterprise software company
• Deep domain expertise in contact center / CX technology, or adjacent enterprise AI products
• Demonstrated experience shipping AI/ML-powered products at scale, ideally involving LLMs, copilots, or intelligent assistants
• Strong technical fluency: comfortable engaging with engineering teams on architecture, model selection, RAG pipelines, and system integration
• Track record of leading cross-functional teams through ambiguity and delivering measurable business outcomes
• Excellent executive communication skills with the ability to simplify complex technical narratives for senior leadership and customers

Nice To Haves

• Experience with agentic AI frameworks, multi-agent orchestration, or autonomous workflow products
• Familiarity with contact center ecosystems: IVR, ACD, WFM, QM, interaction analytics
• Prior involvement in platform product strategy (API-first, extensibility, ecosystem/partner plays)
• Experience leading product teams through rapid growth, acquisitions, or product pivots

Responsibilities

• Define and champion the multi-year product roadmap for Agent Copilot, aligned to NICE's AI-first platform strategy
• Set the strategic direction for real-time agent augmentation: knowledge surfacing, next-best-action guidance, auto-summarization, live coaching, and adaptive card experiences
• Drive the integration strategy between Copilot and adjacent platform pillars (Cognigy orchestration, Knowledge AI, Analytics Plus, Guardian Agents)
• Identify and evaluate build-vs-buy-vs-partner decisions, including M&A targets in the agent augmentation space
• Own the quarterly release plan across the 26.x train, coordinating with R&D engineering leads on scope, dependencies, and quality gates
• Drive product reliability and customer trust, including get-well programs for escalated deployments
• Establish and track outcome-based success metrics: adoption, agent performance lift, CSAT impact, time-to-value
• Lead rapid iteration cycles informed by production telemetry, customer feedback, and competitive intelligence
• Partner closely with R&D, data science, and AI/ML teams to push the boundaries of LLM-powered agent assistance
• Align with Professional Services on implementation playbooks, PSE skill requirements, and deployment best practices
• Collaborate with Sales and Customer Success to shape enterprise go-to-market strategy and competitive positioning
• Present product vision and progress to C-level stakeholders and key enterprise customers
• Champion an AI-native approach: design for agentic workflows, RAG-driven knowledge retrieval, and LLM-powered reasoning from the ground up
• Guide responsible AI practices including guardrails, explainability, bias mitigation, and compliance with enterprise governance requirements
• Stay at the frontier of agentic AI, foundation models, and human-AI interaction patterns; translate emerging research into product opportunities

Benefits

• Lead one of the most consequential AI product bets in the $20B+ contact center market
• Work with a world-class R&D organization building on a proven enterprise platform with massive scale
• Shape the strategy for an AI-first product that touches millions of agent interactions daily
• Join a company committed to redefining CX through agentic AI, with the customer base and distribution to make it real

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed