Tech Manager, Services Program Manager (AI)

What’s the Role All About?

The Tech Manager, Services Program Manager is a strategic leadership role within our Customer Services Automation AI Center of Excellence. This position combines operational oversight with people leadership, requiring a manager who can drive excellence in project execution and resource management. You will lead a team of project managers and resource coordinators, ensuring consistent delivery of NiCE CXone solutions while optimizing resource allocation across engagements. This role demands strong matrix management capabilities and close collaboration with cross-functional teams to ensure successful customer outcomes and internal efficiency.

As the Manager, you will be responsible for the governance, planning, and execution of projects, as well as the strategic management of resources across the Customer Services Automation CoE. Your scope spans public and private sector customers with diverse contact center and automation needs.

How Will You Make an Impact?

• Strategic Leadership & Team Development:

• Lead, coach, and develop a team of project managers and resource managers, fostering a culture of accountability, collaboration, and continuous improvement.
• Set performance goals, provide regular feedback, and support career development for team members.
• Align team activities with CoE objectives, ensuring optimal delivery and resource utilization.
• Drive the adoption of project management best practices and resource planning methodologies.
• Participate in recruitment and onboarding of top talent for the PMO team.

• Project Governance & Delivery Excellence:

• Oversee the planning, execution, and delivery of projects across the CoE, ensuring alignment with scope, timeline, and budget.
• Implement and maintain project governance frameworks, including risk management, change control, and quality assurance.
• Monitor project health and intervene proactively to address risks and issues.
• Ensure consistent project reporting and stakeholder communication across all engagements.
• Champion continuous improvement in project delivery processes and tools.

• Resource Management & Optimization:

• Lead resource planning and allocation across projects, balancing capacity, skills, and priorities.
• Collaborate with delivery leads and functional managers to forecast demand and align resources accordingly.
• Maintain visibility into resource utilization and availability, enabling proactive adjustments.
• Support workforce planning and skills development to meet evolving business needs.
• Ensure resource assignments support both customer success and employee engagement.

• Matrix Management & Collaboration:

• Partner with cross-functional teams including consulting, training, and technical delivery to ensure seamless execution.
• Influence and guide individuals across the organization to achieve shared goals.
• Act as a key escalation point for project and resource-related challenges.
• Facilitate alignment between business priorities and delivery capabilities.

• Business & Technical Acumen:

• Understand the strategic goals of the CoE and translate them into actionable project and resource plans.
• Maintain awareness of NiCE CXone product capabilities and how they impact project delivery.
• Contributes to business planning, budgeting, and performance tracking for the PMO function.
• Stay informed on industry trends in project and resource management, bringing innovative ideas to the team.

Have You Got What It Takes?

• BE and Project Management, or a related field. PMP or similar certification preferred.
• 17+ years of professional experience, including 7+ years in project or resource management roles.
• 3+ years of people management experience ( atleast 5-8 direct reportee) , ideally in a matrixed environment.
• Proven track record of leading complex projects and managing cross-functional teams.
• Strong understanding of project management methodologies (Agile, Waterfall, Hybrid).
• Experience in resource planning, capacity management, and workforce optimization.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive process improvement and change management initiatives.
• Analytical mindset with strong problem-solving and decision-making abilities.
• Familiarity with contact center technologies and AI-driven automation is a plus.

You Will Have an Advantage If You Also Have:

• Experience managing PMO functions in a technology or consulting organization.
• Familiarity with NiCE CXone products or other cloud-based contact center platforms.
• Experience with project portfolio management tools and resource planning systems.
• Exposure to AI and automation projects in customer experience domains.

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.

Requisition ID: 9084

Reporting into: Director

Role Type: People Manager