Technical Customer Success Manager

NICE

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. So, what’s the role all about? We are looking for a Technical Customer Success Specialist to support our Customer Success Managers (CSMs) by providing deep technical expertise across a portfolio of enterprise customers. This role is designed to scale technical knowledge across the Customer Success organization and act as a technical backbone for day-to-day account engagement. You will work in a one-to-many model, partnering with multiple CSMs and supporting approximately 30–50 customer accounts. Your focus will be on answering technical questions, advising on best practices, and helping customers successfully design, operate, and optimize conversational AI solutions built on the Cognigy platform. This role sits at the intersection of Customer Success, Product, and Conversational AI expertise.

Requirements

3–5 years of experience in conversational AI, virtual agents, or intelligent automation
Experience in a customer-facing technical role (Customer Success, Solution Consulting, Technical Support, or Professional Services)
Experience supporting enterprise customers in a one-to-many or scaled model
Strong understanding of conversational AI fundamentals, including:
NLU concepts (intents, entities, training data, evaluation)
Generative AI and LLM-based conversational systems
Agentic AI and multi-step orchestration patterns
Solid understanding of contact center operations and customer service workflows
Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders
Structured, organized, and comfortable juggling multiple customers and priorities
Clear communicator with a pragmatic, solution-oriented mindset
Curious and eager to stay current with advancements in conversational and generative AI
Strong sense of ownership and customer focus

Nice To Haves

Hands-on experience with enterprise conversational AI platforms
Familiarity with Cognigy or similar products
Experience working with voice automation and CCaaS integrations

Responsibilities

Act as a shared technical resource for CSMs across multiple enterprise accounts
Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice
Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers
Serve as an escalation point for complex “how does this work” or “how should we do this” questions
Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration
Support NLU configuration, training, testing, and optimization
Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions
Help customers understand platform capabilities, limitations, and recommended patterns
Support customers operating conversational AI solutions within contact center environments (voice and digital)
Provide high-level guidance on integrations with CCaaS, CRM, and backend systems
Help customers troubleshoot issues related to conversation behavior, routing, and experience design
Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues
Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams
Contribute to internal documentation, enablement materials, and best-practice guides for CSMs
Help standardize technical guidance across the customer base
Enable CSMs to handle more technical conversations independently over time
Improve internal processes and documentation to support a growing enterprise customer footprint