Senior Program Manager, CX

NICE•Sandy, UT

6d•Hybrid

About The Position

The Senior Program Manager serves an instrumental role in delivering NiCE CXone Mpower software features, roadmap and solutions to the high-end of the market. Fulfilling the role as Senior Program Manager will help drive, plan and standardize activities across the CXone Mpower platform toward strategic customer initiatives and deliverables. This person is responsible for driving organizational success through governance, standardization, consensus building and planning efficiency efforts. This role provides a stellar opportunity for advanced program management as it cares for a deeply complex set of requirements at the intersection of our most strategic customers, product management, architecture and executives.

Requirements

Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required.
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

Nice To Haves

Technical or industry certifications are preferred in addition to the required education/experience.
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

Responsibilities

Collaborates with Product Management to disseminate customer-centric requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers.
Executes the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership.
Interfaces with teams throughout company to drive, plan, and implement software objectives.
Serves as a unifying force for complex and cross-organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience.
Drives and leads the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget.
Articulates status and plan with accuracy, concise language and a focus on deliverables and risk identification.
Performs the scrum master role for multiple teams.
Identifies resource conflicts, influences and facilitates course corrections to fulfill key project milestones.
Gives clear and timely direction for product and project questions.
Coordinates with Product Management for product launches and technical documentation.
Be an expert with respect to the product line and usability.
Good understanding of competitive landscape.
Maintains and shares deep understanding of the product from the end-user perspective.
Participates in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability.
Occasional travel for client-site visits or industry tradeshows.
May also manage other program or project managers.
Occasional staff selection, coaching, goals, performance, and evaluations.
Shares job knowledge, skills and ideas with other employees.
Follows the company Code of Ethics and NiCE policies and procedures at all times.
Communicates in an effective and professional way with customers in and outside of NiCE.