Description

You will lead and manage complex, cross-functional programs focused on contact center optimization and transformation.

Responsibilities

• Oversee implementation and ongoing enhancements of NICE platforms (e.g., NICE CXone, NICE WFM, Analytics, QM).
• Act as the primary liaison between business stakeholders, IT, and vendor partners to align on goals, scope, and timelines.
• Develop and maintain detailed program plans, tracking milestones, resources, budget, and risk.
• Analyze current contact center processes and recommend improvements using NICE tools.
• Monitor performance KPIs such as FCR, CSAT, AHT, and agent utilization to ensure system support.

Required Skills

• 5+ years of relevant program management experience.
• Direct experience with NICE CXone.
• Experience managing NICE WFM implementations.
• Familiarity with NICE Analytics and QM tools.
• Proven ability to manage vendor relationships, including NICE.
• Experience driving change management and user adoption for new technology.
• Bachelor's degree required.

Key Skills

Education

Any Gradute