Manager Professional Services Ai Ccaas jobs at Nice in India, Pune

How will you make an impact?

• Technical Expertise: Serving as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies.
• Support for Installers and Business Partners: Offering expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime.
• Collaboration with Internal Teams: Working closely with Level 3 support and Research & Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution.
• Log Analysis and Action Plans: Conducting detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution.
• Communication and Presentation: Participating in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication.
• Ticket Management: Maintaining and managing support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information.

Have you got what it takes?

• 5+ years of experience in systems engineering or technical delivery and installation.
• Proven expertise in installing, configuring, and troubleshooting Windows-based environments.
• Experience administering Windows Servers, including local and domain policies, and web servers.
• Strong networking knowledge, including OSI network layers and TCP/IP.
• Skilled in troubleshooting and log analysis.
• Proficient in working with documentation and extracting relevant data.
• Excellent communication and problem-solving skills.
• Proven ability to work effectively in a team environment.
• High orientation towards customer service.
• Ability to quickly learn and adapt to new technologies independently.
• Capability to work under pressure and handle shift and weekend schedules.

You will have an advantage if you also have

• Experience with VoIP/Telephony systems.
• Basic SQL scripting and SQL Server troubleshooting experience.
• Knowledge of NICE Recording and Automation solutions (Engage, NTR, APA) and their integration into customer environments.
• AWS and Azure Cloud certifications.
• Familiarity with network monitoring tools (e.g., Wireshark).
• Basic Linux experience.

Tech Manager
Individual Contributor

This role requires hands-on experience of Advanced Call Flow configurations, Digital Channel and basic knowledge Bot configurations. You’ll support data integration, automate processes, and help clients get the most value from our platform.

How will you make an impact?

• Collaborate with clients and internal account teams to gather requirements, understand business needs, and deliver tailored reporting solutions.
• Install, configure, and customize the company’s software products in client environments
• Develop and enhance client-facing reports using tools, ensuring accuracy and performance.
• Leverage Python scripting to automate tasks and streamline implementation workflows.
• Work closely with cross-functional teams (QA, Development, Product) to stay aligned on feature changes and data impacts.
• Train customers and internal stakeholders on product features and best practices
• Document solutions, timelines, deliverables, and technical details to ensure clarity and continuity across projects.
• Present project updates, outcomes, and recommendations to internal stakeholders and client leadership.
• Manage multiple client projects in a fast-paced environment while ensuring timely and high-quality delivery.
• Contribute to continuous process improvement and knowledge-sharing across the Professional Services team.

Have you got what it takes?

• 4+ years of experience in professional services, technical consulting, or enterprise software implementation.
• Knowledge of CCaaS, IVR configuration, and an understanding of multi-channel communication such as SMS, chat, etc.
• Strong proficiency in SQL, with the ability to write optimized queries for large and complex data sets.
• Hands-on experience with relational databases such as MySQL and Oracle.
• Proven experience in building and delivering reporting solutions using BIRT or equivalent tools.
• Working knowledge of Python for scripting or task automation.
• Solid understanding of APIs, web services
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills with a customer-focused approach.
• Ability to manage multiple client projects while maintaining high quality and responsiveness.
• Experience using version control tools like Git, GitHub, GitLab, or Bitbucket.

How will you make an impact?

• Excellent skills in managing customer relationship
• Facilitate regular meetings with Customers to review support activities, capture changes to customer solution and provide guidance/recommendations based on trends
• Establish relationships and maintain effective communication with key members of customers’ technical team including management team.
• Partner with various internal teams including (but not limited to) AppOps, Customer Support, Cloud Services, Professional Services, System and Infrastructure Engineers, DevOps, Sales Engineers, Account Management, CS TAMs, Product Management and R&D, to provide the customer with an excellent Onboarding and Change Management experience.
• Responsible for creating, managing and improving the internal delivery and Program management processes, workflows and documentations for our Cloud Application Operations (AppOps) team.
• Rollout and implement Program management methodology across all AppOps projects
• Manage, coordinate and develop activities related to AppOps Program Management throughout the project lifecycle, such as Project planning, Resource planning, Project kick off, Activity management, Delivery execution, Project schedule, Risk & Issue management, Priority management, Tracking and Closure of Cloud AppOps projects.
• Build and maintain a program-level plan including all inflight and pipeline projects (master plan).
• Pipeline management – work with Sales, PS and Cloud Services to identify and track all projects in pipeline (new customer onboarding, future upgrades, product enhancements).
• Manage multiple workstreams and govern them as a Program ensuring all Project and its associated activities are tracked effectively until closure.
• Responsible for resource planning and forecasting on a project as well as a program level, identify and handle resource constraints, including future resource demand and gaps.
• Ensure project deliverables are production-ready and meet all the Quality requirements (Testing Sign Off) and Deployment pre-requisites (deployment automation, deployment verification checklist, monitoring, etc)
• Ensure all PS to CS & AppOps Handovers are completed after go-live in accordance with specified procedure and guidelines.
• Identify any contractual obligations with the customer (Reporting, Monitoring, SLAs, etc) and work with the AppOps Manager to ensure full adherence and fulfillment.
• Quality management – continually measure the quality of all AppOps delivery activities and ensure the desired quality is achieved. Take corrective actions when necessary.
• Change Control – capture, evaluate and approve, reject or defer any requests to change the approved baseline of a project
• Determine need for and impact of changes in scope of project and make recommendation based on determinations. Revise scope within established guidelines / policies as appropriate.
• Ensure Configuration Management best practices and processes are implemented across all AppOps projects and production systems.

Have you got what it takes?

• 7+ years of Program Management / Customer Success Management experience; preferably with cloud along with Application / Infra management
• Bachelor's degree in Information Systems Management or Business
• Excellent organizational skills including attention to details, time management, and multi-tasking skills.
• Proven working experience in project management in the Information Technology industry.
• Knowledge and understanding of project management principles and methodologies.
• Ability to work on multiple projects simultaneously.
• Excellent written, oral, and interpersonal communication skills.
• Prior experience in networking, infrastructure or Application support would be added advantage
• Self-driven and motivated to learn. Takes ownership and accountability.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.

Reporting into:Tech Manager

Role Type:Individual Contributor

Lead the development of an enterprise-grade SaaS software product.

Lead the development of short, medium, and long-term plans to achieve strategic objectives.

Work closely with product managers, technical architects, technical writers, and software engineers to define/develop features big and small for our products.

Be accountable for the quality of the product by ensuring best quality engineering practices are followed including (but not limited to): unit tests, test automation, code reviews, and secure development practices.

Prioritize, assign, and manage department activities and projects in accordance with the R&D departments goals and objectives. Adjust hours of work, priorities, and staff assignments to ensure efficient operation based on workload.

Design and present projects to improve current process and overall platform

BE/BTech in computer science
/ME/MTech/MBA optional

14+ years of experience in Software Engineering.

At least 5 years' experience in managing multiple teams of software developers.

Proven track record of managing the development of enterprise-grade software products that can perform, scale, and integrate into a broad enterprise ecosystem.

Experience developing and supporting multi-tenant cloud-native software delivered as-a-service (SaaS).

Good exposure to cloud architecture and associated design patterns for development, deployment, and maintenance.

Familiar with DevOps processes and tools employed in SaaS architectures to support CI/CD and monitoring.

Familiar with Quality KPIs and SLAs for SaaS applications.

Experience of product development using Angular, Javascript, Typescript technologies and web technologies.

Experience of full stack development using C#/.NET is an added advantage.

Experience of development of BI products: understanding of data visualization, data warehouse / data lake concepts, reporting data sets is an added advantage.

Experience with public cloud infrastructures and technologies such as Amazon Web Services (AWS).

Demonstrated ability to deftly influence others, especially in sensitive or complex situations.

Deep experience with agile software development techniques and pitfalls.

Excellent communication skills, problem-solving and decision-making skills.

People Manager

• Position reports on a day-to-day basis to MOS Manager.
  • Knowledge of NiCE solutions – Engage/NTR
  • Work directly with client's System Engineers to support the NiCE infrastructure across the customer’s organization globally.
  • Create record of the case and performing remediation in accordance to the severity of the case.
  • Provide L1/L2/L3 support as required of the technical support for the NiCE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NiCE system.
  • Document and maintain NiCE system specifications (Site Documentation) across all sites.
  • Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
  • Perform MAC (Move/Add/Change) jobs
  • Assist with NiCE projects, installations, and change management as required to support environment and infrastructure.
  • Perform NiCE system maintenance across all sites as required.
  • The MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Participate in training classes, or special projects as needed.
  • Other roles and responsibilities may be assigned on an as needed basis.​

Must have a minimum of 4+ years of proven experience with the following:
• Experience working with voice and data networks in the capacity of design, implementation or project management.
• Microsoft operating systems, Networking, SQL, Security and VoIP technology.
• Telephony experience and certifications – TDM, VoIP and CTI – advantage.
• Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – advantage.
• CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
• HP, MCSE, MCP certifications – advantage.
• Certified on all NiCE Systems solutions – advantage.

The role provides exposure to critical financial compliance regulations in the AML, Payment Frauds, and Trading Compliance domains. You will be responsible for developing, configuring, and customizing the Actimize Financial Crime Prevention Product offerings.

As a part of your responsibilities, you will have a chance to interact with the Customer and understand their Business Requirements. You will work closely with SE Lead, fellow Implementers to design and implement Intelligent and Innovative solutions for the Customer.

How will you make an impact?

• Develop/Configure/Customization software feature(s) according to design document & enterprise software standards.
• Work in multi-disciplinary environment with Architects and Business Analysts using waterfall and agile project methodologies
• Ability to work independently & complete complex tasks.
• Supporting customer by solving functionality problems.
• Interface independently with various R&D, PS Groups and with Customer Support.
• May occasionally need to work on client site and/or in different time zone
• Excellent Troubleshooting skills
• Proven experience in operating within a global environment
• Experience working in a complex matrix environment
• Has high-attention to details and works well in a dynamic and challenging environment
• Implementing and configuring new Application
• Setup new environments & deploying solutions
• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.

Have you got what it takes?

• Total experience : 2 - 4 years
• Hands on experience in SQL, Postgres DB , large data volume handling.
• Excellent debugging skills.
• Quick learner, good verbal and written communication skills
• Developing in complex Database environments (Oracle or MS SQL, Postgres DB).
• Problem solving skills, analytical mind with high ability for self-learning are essential
• Exposure to Unix and basic commands.
• Responsible for developing/configuring feature(s), functionality for an enterprise grade software independently
• Attention to details, effective tasks management and planning
• Familiar with coding concepts for ensuring high scalability, multi-user, secured coding Plus, but not mandatory
• Experience or knowledge in Actimize development would be an advantage
• Professional services / Implementation exposure
• DevOps knowledge on Kubernetes, Docker, Pods would be an advantage

Tech Manager
Individual contributor

How will you make an impact?

• Work with the line of business to define the product roadmap and strategy.
• Assist in the development of short, medium, and long-term plans to achieve strategic objectives.
• Work closely with the product manager, technical architect, QA engineers, technical writer, and software engineers to define/develop features big and small for our products.
• Actively guide and mentor the team to develop features to meet functional, quality, security, operational and documentation requirements while obviating roadblocks.
• Drive and impact all current processes related to software development and improvements across the org as necessary.
• Manage all people aspects of the team, such as hiring, performance reviews, development plans, mentoring, promotions, etc.
• Provide worldwide support to our customers.
• Play major role in envisioning and execution of next gen plans (e.g. architecture) to achieve longer term strategic objectives of the organization.
• Prioritize, assign, and manage department activities and projects in accordance with the R&D departments goals and objectives. Adjust hours of work, priorities, and staff assignments to ensure efficient operation based on workload.
• Design and present projects to improve current process and overall platform.

Have you got what it takes?

• 15+ years of experience in Software Engineering.
• At least 5 years' experience in managing multiple teams of software developers.
• Proven track record of managing the development of enterprise-grade software products that can perform, scale, and integrate into a broad enterprise product ecosystem.
• Deep domain expertise in inbound / outbound Contact Center products covering development, testing and support of multi-tenant cloud-native Contact Center software delivered as-a-Service (CCaaS).
• Experience working in a global product software company for enterprise customers (Fortune 100 companies).
• Experience of product development using Java / Dot net technologies, performant APIs, Database technologies and web technologies.
• Good exposure to Service Oriented Architecture and associated design patterns for development, deployment, and maintenance.
• Familiarity and/or experience with public cloud infrastructures and technologies such as Amazon Web Services (AWS).
• Familiar with Quality targets and SLAs for SaaS applications.
• Familiar with DevOps processes and tools employed in SaaS architectures to support CI/CD and monitoring.
• Experience working abroad or with geographically distributed global teams is preferred.
• Demonstrated ability to deftly influence others, especially in sensitive or complex situations.
• Deep experience with agile software development techniques and pitfalls.
• Excellent communication skills, problem-solving and decision-making skills.

Director
People Manager