Senior Program Manager

NICE • Sandy, UT

4d • Hybrid

About The Position

The Senior Program Manager plays an instrumental role in delivering NICE CXone software features to the marketplace. The position drives, plans, and standardizes software development activities from concept through completion, supporting organizational success through governance, standardization, and planning efficiency.

The role works with Product Management and cross-functional technical teams to translate market requirements and product concepts into actionable work items, technical requirements, and specifications. It drives product vision through the software development lifecycle, leads multiple teams’ day-to-day planning and delivery, performs Scrum Master duties, manages risks and resource conflicts, and communicates project status to stakeholders. The position also coordinates releases, product launches, and technical documentation, while contributing to product usability, competitive understanding, and continuous improvement.

The position is based in Salt Lake City, Utah, with a hybrid schedule requiring two days on-site. Occasional travel for client-site visits or industry tradeshows may be required. The role may also manage other program or project managers and may participate in staff selection, coaching, goal-setting, performance management, and evaluations.

Requirements

• Bachelor’s or master’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• At least 4 years of project leadership in a cross-functional environment.
• At least 4 years of hands-on experience in a key software development lifecycle role.
• At least 3 years of demonstrated success defining and launching products.
• At least 3 years of demonstrated experience writing software specifications.
• Experience with Agile/Scrum, RUP, and other modern development methodologies; preferably experience serving as a Scrum Master.
• Progressive work experience in a lead role.
• Proactive, responsive, and committed to removing roadblocks to meet timelines.
• Strategic thinking and consensus-building abilities.
• Ability to translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
• Ability to work effectively with technical and non-technical people and translate complex requirements and concepts.
• Experience working with and influencing cross-functional teams without formal authority.
• Strong technical background and experience in communications, telephony, hosted solutions, or contact-center-related fields.
• Strong organizational skills and ability to manage multiple simultaneous projects in a changing, fast-paced environment.
• Excellent facilitation, interviewing, and presentation skills.
• Excellent written and verbal communication skills.

Nice To Haves

• Technical or industry certifications.
• Product Management experience using formal techniques and principles.
• Experience with graphical user experience and user interface design.
• Experience with object-oriented software development, web services, web development, or similar technical products.
• Understanding of standard engineering processes and software development methodologies.
• Experience with user acceptance, regression, and integration testing.
• PMI, PMP, Certified Scrum Practitioner, or Certified Scrum Master certification.

Responsibilities

• Collaborate with Product Management to translate market requirements and concepts into actionable work items for architects, software engineers, and quality assurance engineers.
• Execute the product vision through the software development lifecycle to ensure program goals are met.
• Interface with teams throughout the company to drive, plan, and implement software objectives.
• Work with Product Management to break down product backlog items and communicate technical requirements.
• Lead teams’ daily work and ensure plans, estimates, documentation, and feature delivery are completed on schedule and within budget.
• Perform the Scrum Master role for multiple teams.
• Identify resource conflicts and facilitate course corrections to fulfill project milestones.
• Provide stakeholders with timely project status updates, risks, and issues.
• Coordinate with Release Management to schedule, communicate, and drive releases into each environment.
• Provide clear and timely direction on product and project questions.
• Coordinate product launches and technical documentation with Product Management.
• Develop expertise in the product line and its usability, including a deep end-user perspective and understanding of the competitive landscape.
• Create and communicate visual layouts and proofs of concept.
• Research available technologies and capabilities to identify effective product solutions.
• Participate in continuous process and program improvement to reduce costs and time-to-market and increase predictability.
• Travel occasionally for client-site visits or industry tradeshows.
• May manage other program or project managers.
• May participate in staff selection, coaching, goal-setting, performance management, and evaluations.
• Share job knowledge, skills, and ideas with other employees.
• Follow the company Code of Ethics and inContact policies and procedures.
• Communicate effectively and professionally with customers inside and outside the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior