Senior Project Manager

So, what’s the role all about?

NiCE empowers organisations worldwide to transform customer interactions into actionable business intelligence. Our Deployment Services team sits at the heart of that mission, driving the successful implementation of NiCE's cloud customer experience solutions - including the CXone platform for enterprise clients across the globe.

The Senior Project Manager (PM) owns end-to-end delivery of CXone and customer interaction analytics engagements, serving as the primary point of contact for customers throughout the project lifecycle. Engagements include platform deployments, migrations, upgrades, and change orders in cloud environments.

The Senior PM provides strong leadership to align customer and NiCE resources, expectations, and timelines. They facilitate clear, proactive communication across NiCE's functional organisations, including Technical Services, Sales, Pre-Sales, Technical Support, and Consulting Services and act as a trusted advocate for the customer. They hold overall accountability for delivery quality, schedule adherence, and customer satisfaction, while maintaining visibility across all ‘business as usual’ touchpoints including, Customer Success and Support.

KEY RESPONSIBILITIES

Project Delivery & Governance

· Own the full project lifecycle for deployments, upgrades, and change orders, from initiation through to post-go-live handover

· Create and maintain project plans, schedules, RAID logs (Risks, Actions, Issues, Dependencies), and all supporting project documentation

· Manage project scope rigorously, applying a structured change control process to protect delivery integrity

· Identify, assess, and proactively manage project risks and issues, escalating where appropriate

· Coordinate and facilitate project meetings, workshops, and governance checkpoints; maintain accurate minutes and action tracking

Stakeholder Management & Communication

· Serve as the primary customer-facing contact throughout delivery, building trusted, long-term relationships with client stakeholders

· Provide regular, clear project status updates to sponsors, steering committees, and internal leadership

· Manage customer expectations effectively, balancing commercial and delivery pressures with transparency and professionalism

· Collaborate cross-functionally with Sales, Pre-Sales, Technical Support, and Customer Success to ensure seamless handoffs and aligned outcomes

Resource & Financial Management

· Manage internal resource availability, allocation, and scheduling across onshore and offshore teams

· Prepare cost estimates for Deployment Services efforts to be incorporated into Statements of Work (SoWs)

· Draft and review SoWs, ensuring scope, effort, and commercial terms are accurately captured

Process & Continuous Improvement

· Maintain and continuously improve project management processes, templates, and tooling

· Partner with leadership to identify and drive broader process improvement initiatives across the Deployment Services function

· Share lessons learned and best practices across the PM community

KNOWLEDGE, SKILLS & ABILITIES

· Proven ability to manage multiple concurrent enterprise-scale projects with competing priorities and tight deadlines

· Strong understanding of cloud contact centre platforms, ideally CXone or comparable CCaaS solutions (e.g. Genesys Cloud, Amazon Connect)

· Confident directing and coordinating multi-disciplinary technical teams without direct line management authority

· Excellent communication and stakeholder management skills - able to flex style from C-suite to technical engineers

· Skilled at driving ambiguous situations to clear decisions and actionable outcomes

· Strong commercial awareness, including scope management and change control discipline

· Analytical and structured thinker with sound problem-solving instincts

· Meticulous with documentation, record-keeping, and follow-through

· Comfortable working autonomously in a fast-paced, matrixed environment

· Genuine commitment to customer success and team wellbeing

EDUCATION & EXPERIENCE

· Bachelor's degree or higher; equivalent professional experience considered

· 5+ years of project or engagement management experience delivering enterprise software implementations, ideally in SaaS, CCaaS, or contact centre technology

· Experience with CXone or other NICE platforms strongly preferred

· Familiarity with cloud/hosted deployment models and telephony/contact centre environments is a significant advantage

· Project management certification (PMP, PRINCE2, or equivalent) preferred but not essential

What’s in it for you?

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!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About NiCE 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