Description

Lead cross-functional programs focused on contact center optimization and transformation using NICE platforms.

This role is on-site.

Responsibilities

• Oversee implementation and enhancements of NICE CXone, WFM, Analytics, and QM.
• Develop detailed program plans tracking milestones, resources, budget, and risks.
• Act as liaison between business stakeholders, IT, and vendors to align on scope and timelines.
• Analyze current processes and recommend improvements using NICE tools.
• Monitor KPIs (FCR, CSAT, AHT, utilization) to ensure system support and adoption.

Required Skills

• 5+ years of 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.
• Bachelor's degree.

Key Skills

Education

Any Gradute