דרושים Tech Manager ב-Nice ב-India, Pune

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

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

How will you make an impact?

• Own and drive the end-to-end software release process across Proactive AI Agent teams.
• Coordinate project planning, scheduling, and activity management to ensure on-time and effective delivery of high-quality, enterprise releases.
• Lead cross-functional teams—including R&D Engineering, QA, Product Management, Marketing, Documentation, Training, Operations, and Support—for releases of varying size and complexity.
• Communicate professionally with internal and external stakeholders and represent the Release Management team with clarity and leadership.
• Ensure readiness and success criteria are met in alignment with business requirements in collaboration with Product Operations.
• Manage R&D change control processes and support ITIL Problem and Change Management efforts, including root cause analysis and continual improvement.
• Support early customer access programs (Beta) and drive communication plans, milestone tracking, and issue escalation.
• Assist in developing automation and scripting to streamline and enhance the software development lifecycle (SDLC), minimize manual tasks, and improve deployment reliability.
• Support releases during off-hours including nights and weekends as necessary.
• Guide software developers and business units through deployment and testing processes.

Required

• Bachelor’s degree in information systems, Computer Science, or related field (or equivalent work experience).
• 4+ years in the SDLC with experience managing multiple concurrent software releases.
• 1+ years of Project or Release Management experience.
• Familiarity with SDLC, release readiness, and enterprise-level software applications.

Skills & Competencies:

• Understanding of software applications, systems implementations, and IT infrastructure (applications, databases, networking, telecom).
• Strong analytical and problem-solving skills with keen attention to detail.
• Exceptional communication, collaboration, facilitation, and organizational abilities.
• Proven ability to prioritize, manage multiple initiatives, and deliver under pressure in deadline-driven environments.
• Solid grasp of QA testing principles and ability to critically evaluate and support testing processes.
• Knowledge of Configuration Management and CI/CD practices is desirable.
• Previous experience in software development or application testing is a plus.

How will you make an impact?

• Product Strategy: Develop and implement product strategies that align with the company's vision and market demands and drive tactical delivery of short-term items.
• Market Analysis: Conduct thorough market research and competitive analysis to identify opportunities and threats.
• Product Development: Collaborate with cross-functional teams, including engineering, User Experience, and marketing to drive product development from ideation to launch. Expect to work directly with Developers in the USA and India.
• Customer Focus: Gather and prioritize customer feedback to ensure product features meet customer needs and enhance user experience. You will be expected to work directly with account management teams to help answer questions and direct concerns to relevant teams.
• Roadmap Management: Create and maintain a detailed product roadmap, ensuring timely delivery of product milestones. This includes creating JIRA artifacts, tracking, these and escalating any potential issues as they arrive with recommendations on resolution.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure product success and inform decision-making.
• Stakeholder Management: Effectively communicate product vision, strategy, and progress on short and long term requirements to internal and external stakeholders.

Have you got what it takes?

• 7+ years as a Product Manager working in a SaaS environment following Agile software delivery and SDLC processes are required.
• Current or previous experience working with telephony infrastructure like SIP, CTI, Session Border Controllers
• Current or previous work experience with cloud-based solutions that demand high scalability and high reliability
• Experience and/or knowledges of the CCAAS space, either as a development, integrator, vendor, or even user
• Demonstrated ability to be a self-starter, work independently with a heightened sense of urgency and make data-driven decisions.
• Demonstrate how your skills can utilize and be amplied by AI tools and technology
• Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
• Ability to personally interact with customers, prospects, sales, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience.
• Excellent oral and written communication skills in English including vocabulary, spelling, composition, and grammar.
• Ability to read, understand, interpret and convey technical information to both technical and executive audiences
• Ability to develop positive, healthy, honest and authentic working relationships, where you employ active listening, and are still able to challenge and question concepts and proposals
• Ability to influence cross-functional teams without formal authority.
• Bachelor’s degree or equivalent experience in business, Marketing, Engineering, or a related field; MBA desirable but not required

Reporting into: Director, Product Management

Role Type: Individual Contributor

So, what’s the role all about?

• This role is about deriving results, achieving goals for the group and product.
• We are looking for Tech Manager who can lead and coach development teams, fostering a collaborative environment to provide technical leadership to achieve project goals.
• Empower team members to make technical decisions, instill sense of ownership and self-organize.
• Responsible for productivity and quality objectives for respective teams.
• Work closely with team members and provide technical guidance and solve the problem related to design, implementation, process, do hands on where required.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Manage all aspects of the team such as hiring, reviews, mentoring and promotions

How will you make an impact?

• Ensure the sprint and release commitments are met on time and high-quality software packages.
• Perform sprint wise planning and development of short, medium, and long-term plans to achieve strategic objectives. Actively guide and mentor the team to develop features to meet functional, documentation and quality while obviating roadblocks.
• Prioritize, assign and manage activities and projects in accordance with the R&D departments goals and objectives.
• Provide worldwide support to our customers.
• Adjust hours of work, priorities and staff assignments to ensure efficient operation based on workload.
• Play major role in envisioning and execution of next gen plans (e.g. architecture) to achieve longer term strategic objectives of the organization.
• Identify and address roadblocks that hinder team productivity, including organizational obstacles, resource constraints, and dependencies.
• Collaborate with other departments to remove impediments that require cross-functional support.
• Work with the line of business to define the product roadmap and strategy.
• Review technical designs and architecture to ensure quality, scalability, and maintainability
• Manage all aspects of the team such as hiring, reviews, mentoring and promotions

Have you got what it takes?

• Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute
• 13+ years of experience in Software development for software application deployed on cloud environment (AWS).
• At least 3 years' experience in managing multiple scrum teams of software developers of different experience range (Freshers to 12+ years). Frequent operational liaison with Product managers, program managers, peer Technical managers, Architects for software deliveries.
• 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 secured Software-as-a-Service (SaaS).
• Experienced in software technologies such as Java, spring boot, Angular.
• Good exposure to Service Oriented 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 targets and SLAs for SaaS applications.
• Experienced 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.

Director
Technical & People manager

The Senior Program Manager serves an instrumental role in delivering NiCE CXone Mpower software features, roadmap and solutions to the high-end of the market. Fulfilling the role as Senior Program Manager will help drive, plan and standardize activities across the CXone Mpower platform toward strategic customer initiatives and deliverables. This person is responsible for driving organizational success through governance, standardization, consensus building and planning efficiency efforts. This role provides a stellar opportunity for advanced program management as it cares for a deeply complex set of requirements at the intersection of our most strategic customers, product management, architecture and executives.
How will you make an impact?

• The Senior Program Manager collaborates with Product Management to disseminate customer-centric requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers.
• Execute the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership.
• Interface with teams throughout company to drive, plan, and implement software objectives.
• Serve as a unifying force for complex and cross-organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience.
• Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget.
• Articulate status and plan with accuracy, concise language and a focus on deliverables and risk identification.
• Perform the scrum master role for multiple teams.
• Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones.
• Give clear and timely direction for product and project questions.
• Coordinate with Product Management for product launches and technical documentation.
• Be an expert with respect to the product line and usability.
• Good understanding of competitive landscape.
• Maintain and share deep understanding of the product from the end-user perspective.
• Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability.
• Occasional travel for client-site visits or industry tradeshows.
• May also manage other program or project managers.
• Occasional staff selection, coaching, goals, performance, and evaluations.
• Share job knowledge, skills and ideas with other employees.
• 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.

Have you got what it takes?

• Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required. Technical or industry certifications are preferred in addition to the required education/experience.
• 10+ years of project leadership in a cross-functional environment
• 10+ years hands-on experience working in a key software development lifecycle role
• 10+ year of demonstrated success defining and launching products
• 10+ years of demonstrated experience writing software specifications
• Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master
• Demonstrated progressive work experience in a lead role
• Proactive, responsive and committed to removing roadblocks to fulfill timelines
• Strategic thinker, consensus builder
• Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences
• Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts
• Experience working with and influencing cross-functional teams without formal authority
• Strong technical background with experience in communications, customer experience, AI, telephony, hosted-solutions, or contact center related fields
• Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment
• Excellent facilitation, interviewing, and presentation skills
• Excellent written and verbal communications skills

Experience Preferred:

• Product Management experience using formal techniques and principles
• Experience working with graphical user experience and user interface design
• Experience working with object-oriented software development, web services, web development or other similar technical products
• Understanding of standard engineering processes and software development methodologies
• Experience with user acceptance testing, regression testing, integration testing.
• PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications

Tech Manager, Engineering, CX
Individual Contributor