Senior Product Manager, CX

NICE•Sandy, UT

12h•Hybrid

About The Position

NiCE is looking for a Senior Product Manager to lead the definition and hands‑on creation of the NiCE Agentic Engagement Plane (AEP). NiCE’s AEP is the next-generation architecture for the contact center. It is the coordination layer above channels, AI providers, and the human workforce where every customer engagement becomes the durable unit of work, and existing CRM and CDP systems persist as memory rather than getting ripped out. In this role, you will own innovative capabilities across the NiCE AEP, shaping how AI understands customer interactions, for effective system and/or agent handoff. You will have the opportunity to personally design, prototype, and validate AI‑driven product experiences. You will be responsible for building the next generation of AI‑powered CX solutions—not just features, but intelligent systems and working prototypes—while maintaining NiCE’s standards for security, governance, and enterprise readiness. This is a highly hands‑on product role, ideal for a Product Manager who enjoys building, experimenting, and turning ideas into tangible product artifacts quickly.

Requirements

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
Apply AI tools across discovery, spec writing, competitive analysis, and stakeholder communication

Nice To Haves

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

Responsibilities

Identifying real market and customer problems through research, data analysis, and direct customer engagement—and rapidly turning insights into working product prototypes
Driving AI‑first product strategy, ensuring that AI is designed as a foundation for outcomes, not just an add‑on feature
Using prototypes as a core decision‑making tool—to explore solutions, de‑risk complexity, and accelerate time‑to‑value
Delivering clear, actionable roadmaps and strategic plans that are grounded in validated product concepts, not assumptions
Championing customer experience excellence through experimentation, iteration, and feedback‑driven improvements
Collaborating in a truly cross‑functional environment, where product, engineering, and data teams work as one
Leading data‑driven decision making, using analytics, experimentation, and model performance insights to guide priorities and trade‑offs
Helping NiCE stay ahead of the market by bringing innovation, speed, and hands‑on AI fluency into everything we build