Integration Product Manager

1 month ago

Richardson, United States NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

Position Summary

As a CXone Integration Product manager, you will define and bring to market best of breed products and support all integrations between CXone ACD and WFM Solutions. You'll translate business use cases into technical requirements in an agile environment. You will serve as a subject matter expert inside and outside of NICE, and facilitate regular customer communication to gather and analyze feedback to incorporate into the product roadmap.

Key Responsibilities

  • Define technical and feature integration requirements for CXone ACD product features for integration to Workforce Management systems that include interval, real-time, and user sync integrations and schedule display within the CX Agent.
  • Gather customer use cases and business justification for product enhancements
  • Contribute to market research in collaboration with industry experts as well as new and existing customers to build roadmap items
  • Partner with engineering to evaluate and select new technology for the integration methods
  • Respond to inquiries from sales and customers and evangelize current and future product functionality
  • Proactively seek feedback from stakeholders, customers, and partners to define and prioritize features
  • Be a champion for the team and communicate roadmap to key internal stakeholders to procure buy-in
  • Facilitate collaborative meetings to research and document product development ideas and concepts with cross-functional teams
  • Work cross functionally to define target pricing and go-to-market strategy
  • Own the product life cycle from strategic planning to execution
  • Participate and assist in go-to-market planning, collaborating with all stakeholders in execution
  • Follow agile process with engineering
    • Gather requirements, facilitate reviews, and attend meetings with business stakeholders, domain experts and technical architects
    • Build, document, and execute epics, user stories, use cases, test scenarios, and test cases
    • Ensure accuracy and completeness of requirements, analysis and specification deliverables
    • Facilitate productive interaction between domain experts and technical resources
    • Participate in the analysis and validation of solution specifications
  • Facilitate a trade-off analysis as it relates to scope, complexity and time-to-market
  • Ensure CSAT and value realization of products
  • Perform other duties as assigned
  • 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

Education
  • BA/BS required
      • Computer Science or related technical degree preferred
  • MBA strongly preferred
Key Requirements
  • 5+ years of WFM and Contact Center experience and knowledge required preferably with CXone ACD/Omnichannel
  • Strong knowledge of software integration methods preferred
  • Bonus if you have 3 - 5 years of experience with and knowledge of:
        • Agile Product Management
        • Creating and maintaining a product roadmap
        • R&D teams, processes and methodology
  • Will be very helpful to be able to translate technical requirements to business needs and business needs to technical content as it relates to this integration
  • Enterprise (B2B) software product management experience preferred
  • Strong technical skills and ability to partner with Engineering and other cross functional teams regarding architecture and feature functionality decisions and initiatives
  • Demonstrated success defining and launching contact center processes
  • Excellent communication and interpersonal skills
  • Thorough understanding of the competitive landscape to appropriately define and position products and services.
  • Experience effectively using influence, negotiation, and relationship building techniques to drive product decisions and effective execution
  • Current on technology trends, competitive data, and market innovation within the enterprise software industry
  • Use of SQL query language for analysis purposes
  • Knowledge of Jira and Confluence preferred
  • Occasional travel required

We are an Equal Opportunity/Affirmative Action Employer, M/F/D/V. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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