Senior Program Manager, CX

Role Overview

The Senior Program Manager serves an instrumental role in delivering NiCE CXone Mpower software features, roadmap and solutions to the high‑end of the market. The role helps drive, plan and standardise activities across the CXone Mpower platform toward strategic customer initiatives and deliverables. This person is responsible for driving organisational success through governance, standardisation, consensus building and planning efficiency efforts, and provides an opportunity for advanced program management at the intersection of strategic customers, product management, architecture and executives.

• The Senior Program Manager collaborates with Product Management to disseminate customer‑centric requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers.
• Execute the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership.
• Interface with teams throughout the company to drive, plan, and implement software objectives.
• Serve as a unifying force for complex and cross‑organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience.
• Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget.
• Articulate status and plan with accuracy, concise language and a focus on deliverables and risk identification.
• Perform the scrum master role for multiple teams.
• Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones.
• Give clear and timely direction for product and project questions.
• Coordinate with Product Management for product launches and technical documentation.
• Be an expert with respect to the product line and usability.
• Good understanding of competitive landscape.
• Maintain and share deep understanding of the product from the end‑user perspective.
• Participate in continuous process and programme improvement that lead to reduced costs, time‑to‑market and increased predictability.
• Occasional travel for client‑site visits or industry trade shows.
• May also manage other programme or project managers.
• Occasional staff selection, coaching, goals, performance, and evaluations.
• Share job knowledge, skills and ideas with other employees.
• Follow the company Code of Ethics and NiCE policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NiCE.

• Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required. Technical or industry certifications are preferred.
• 12+ years of project leadership in a cross‑functional environment.
• 12+ years hands‑on experience in a key software development lifecycle role.
• 10+ years of demonstrated success defining and launching products.
• 10+ years of demonstrated experience writing software specifications.
• Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master.
• Demonstrated progressive work experience in a lead role.
• Proactive, responsive and committed to removing roadblocks to fulfil timelines.
• Strategic thinker, consensus builder.
• Understands and translates non‑technical feature descriptions into structured use cases, requirements and specifications for technical audiences.
• Ability to interact well with technical and non‑technical people and serve as a bridge to translate complex requirements and concepts.
• Experience working with and influencing cross‑functional teams without formal authority.
• Strong technical background with experience in communications, customer experience, AI, telephony, hosted‑solutions or contact centre related fields.
• Strong organisational skills and ability to manage multiple simultaneous projects in a changing and fast‑paced environment.
• Excellent facilitation, interviewing and presentation skills.
• Excellent written and verbal communication skills.
• Good understanding of AI…