Manager, Customer Service at Nice (~$267k/year)

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Lead end-to-end deployment of large-scale SaaS platforms across enterprise contact centers
Oversee CRM and cloud telephony integrations (Zendesk, Salesforce, Amazon Connect) and other
Collaborate with Product, Engineering, and Customer Success to optimize performance and adoption.
Manage deployment and optimization of WFM and QM software; improve forecasting and agent
Design customer service workflows across omnichannel (voice, chat, email, social).
Lead AI-driven service initiatives incl. chatbots and AI workflows for automation.

Master’s degree or foreign equivalent in Information Systems, Computer Science, or related field; 5
Experience in Service/Customer Success or Contact Center industries.
Large-scale SaaS deployments in enterprise environments.
CRM systems: Zendesk, Salesforce, Amazon Connect.
Voice/telephony platforms; deploying/managing WFM and QM in contact centers.
Conversational AI and automation, chatbots, AI workflows for ticket deflection.

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