Develop a working knowledge of key aspects of the assigned customer’s business processes and goals to ensure strong alignment of NICE solutions to customer requirements.
Management of external customer Projects or Programs for the customized implementation, upgrade or enhancement of NICE enterprise solutions through the full Project lifecycle to achieve customer value and ROI objectives.
End-to-end management of Projects or Program(s) including:
Project or Program definition, estimation and planning, potentially including Projects managed by other Project Managers
Scope Management
Time Management
Cost Management
Quality Management
Human Resource/ Personnel Management – including geographically diverse teams
Communications Management
Risk & Issue Management
Procurement/Subcontractor Management
Revenue Forecasting
Customer and NICE Stakeholder Management
Effective adoption of NICE project management methodology, processes, tools, techniques and templates as required.
Develop, manage, and maintain detailed project plans and schedule throughout the project life-cycle; assuming complete ownership of all aspects of the solution delivery
Team building and team motivation to achieve Project or Program objectives.
Act as a single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders resulting in strong CSAT at the project and relationship levels.
Effective communication to customer and NICE project stakeholders
Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required.
Measure the quality and efficiency of each delivery. Proactively provide feedback on lessons learned and suggestions for future improvements. Contribute to project management methodology improvements. Provide assessment of project results.
Be part of the broader PM community to participate, contribute, learn and collaborate to increase efficiency of Project and Program Management at NICE
Proactive management of project profitability
Identify opportunities for customers to benefit from additional NICE products and services.
Ideal Experience & Background:
8+ years of Project or Program Management experience
Experience managing the full software SDLC as a project manager, including discovery, design and development of customized solutions required
Business Intelligence, Data Warehouse or Data Integration Project experience preferred.
PMP or PRINCE2 Certified preferred
Experience delivering services to an external customer (consulting or software vendor) would be a plus
Experience with Contact Centre projects would be a plus
Bachelor’s degree required
Personal Attributes:
Proven Project Management leader who is able to motivate diverse and remote project teams
Exceptional communication and presentation skills.
Ability to effectively communicate complex technical subject matter in a clear and concise fashion
Persuasive, confident with excellent negotiation skills
Passionate and empathetic towards the customer experience
Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction