Candidates with AI product experience and cross-functional collaboration skills will find this hands-on, innovation-driven role in the contact center domain. The hybrid work arrangement and emphasis on enterprise-grade solutions suggest alignment with technically fluent, globally minded professionals.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from NICE via Greenhouse
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?
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.
How will you make an impact?
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
If you’re excited about building AI products—not just defining them, and want to shape the future of CX with real impact, this is the role for you.
Have you got what it takes?
5+ years of software product management experience, delivering enterprise‑grade cloud solutions
Own the roadmap set direction, prioritize, and keep it current
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 understanding, with the ability to personally prototype solutions and work deeply with engineering and data science teams
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 skillsApply AI tools across discovery, spec writing, competitive analysis, and stakeholder communication
You will have an advantage if you also have:
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
Education
Bachelor’s degree required
What’s in it for you?
Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Source: NICE careers (Greenhouse)