Manager, Professional Services

The Manager, Professional Services, is a pivotal leadership role within our Customer Services Automation AI Center of Excellence. This position blends strategic oversight with hands-on engagement, requiring a leader who can effectively manage and develop a team of professionals delivering our suite of CSA products. You will be instrumental in driving the delivery and optimization of NiCE CXone products and related technologies across our diverse customer base. This role requires strong matrix management skills, as you will be partnering closely with associates within the AI CoE and across a broader organization to ensure successful customer outcomes. As the Manager, Customer Services Automation, you will be responsible for the delivery, implementation, and deployment of NiCE CSA Solutions. Your customer base spans public and private sector organizations with varied information management and contact center landscapes. Provide leadership and guidance to Professional Service Engineers (direct reports or matrixed team members) in the planning, execution, and delivery of AI and automation projects. Partner with the project management team and others to ensure projects are delivered on time, within budget, and to the highest quality standards. Help manage customer expectations and ensure high levels of customer satisfaction throughout the delivery lifecycle.