Description

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 Product Customer Success Manager to serve as the senior technical platform expert embedded within the NiCE Cognigy Customer Success organisation. This role bridges the gap between platform capability and customer value realisation - ensuring that both CSMs and customers have access to authoritative, current, and practically applicable guidance on the NiCE Cognigy platform across their region.

You will work in a one-to-many model, partnering with multiple CSMs and supporting a variety of accounts throughout your focus region. Your focus will be on answering questions of a technical depth, advising on best practices, and helping customers successfully design, operate, and optimize conversational AI solutions built on the Cognigy.AI platform.

How will you make an impact?

Technical Enablement for Customer Success

• Act as the primary regional technical CS expert, providing authoritative platform guidance to CSMs and directly to customers on platform usage, architecture, and best practice

• 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 the technical expert for CSMs on platform questions before involving Support or Professional Services

• Assess the technical health of accounts and proactively identify risks or adoption gaps, working with the relevant CSM to address them

• Advise on whether a customer case warrants a Professional Services engagement, and support the handover when appropriate

Conversational AI & Platform Expertise

• Advise customers on Conversational AI best practices, including dialog design, intent modelling, flow orchestration, and generative/agentic AI application patterns

• Support agentic configuration, training, testing, and optimization focusing on adoption of the product suite's latest feature set and best practices.

• Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions

• Help customers understand platform capabilities, current limitations, and recommended implementation patterns

Contact Centre & Enterprise Context

• Support customers operating conversational AI solutions within contact centre environments (voice and digital), including NiCE CXone channel accounts

• Provide high-level guidance on integrations with CCaaS, CRM, and backend enterprise systems

• Help customers troubleshoot issues related to conversation behaviour, routing, and experience design

Collaboration & Feedback Loop

• Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues and surface systemic platform challenges

• Partner with Product and Engineering as a voice of the customer - channelling feedback on product gaps, missing features, and integration challenges encountered in the field

• Identify recurring themes, gaps, or improvement opportunities and feed structured insights back to internal teams

• Contribute to pre-sales and expansion conversations where deep platform expertise is required to build confidence with customer technical stakeholders

Have you got what it takes?

Experience

• 3-5 years of experience in a technical customer-facing role: Technical CSM, Solutions Consultant, Implementation Consultant, or equivalent within a Conversational AI, Contact Centre, or enterprise SaaS company

• Experience supporting enterprise customers in a one-to-many or scaled model

• Proven ability to deliver technical guidance and enablement to both technical and non-technical audiences

• Demonstrated experience owning customer outcomes on accounts without dedicated Professional Services support

Technical Expertise

• Strong understanding of Conversational AI fundamentals, including Generative AI and LLM-based conversational systems, and Agentic AI / multi-step orchestration patterns

• Hands-on proficiency with the Cognigy.AI platform (or a directly comparable enterprise Conversational AI platform) - including flow design, agentic configuration, voice/chat channels, and integrations

• Solid understanding of contact centre operations and customer service workflows

• Ability to analyse conversational behaviour and explain technical concepts clearly to non-technical stakeholders

Personal Attributes

• Structured, organised, and comfortable juggling multiple customers and priorities across a regional portfolio

• Clear communicator with a pragmatic, solution-oriented mindset - equally effective with engineers and executives

• Curious and eager to stay current with advancements in conversational and generative AI

• Strong sense of ownership, customer focus, and commercial awareness

• Excellent documentation skills - able to produce clear, reusable best-practice content for internal knowledge bases

• Willingness to travel within region for in-person customer and CSM engagements

You will have an advantage if you also have:

• Hands-on experience with Cognigy.AI, including flow design, NLU configuration, agent orchestration, and platform analytics

• Experience running use-case innovation or platform discovery sessions with enterprise customers (e.g. design sprints, innovation workshops, or technology roadmap reviews)

• Experience working with voice automation and CCaaS integrations - particularly within NiCE CXone or similar enterprise contact centre platforms

• A background in Professional Services, pre-sales solution consulting, or implementation consulting at a Conversational AI or CX technology company

About Cognigy

NiCE Cognigy delivers AI that works-fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI-instantly, across every channel and in 100+ languages.

• Work at the forefront of enterprise conversational AI and generative AI innovation

• High-impact role influencing customer outcomes across a large portfolio

• Close collaboration with Product and Engineering teams

• International, fast-growing company with strong customer momentum

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!

Requisition ID: 10670

Reporting into: Team Lead Customer Success

Role Type: Individual Contributor

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.