NICE Technical Account Manager Scripting CX 

United States, Oregon 

6379592

As a Scripting Technical Account Manager, you will craft natural, helpful, and action-oriented SMS conversations using our proprietary AI scripting platform. Your work will directly shape how our customers interact with AI agents that represent their brand and voice across industries such as lending, real estate, insurance, and home services.

You’ll play a critical role in defining and maintaining the tone, flow, and personality of AI-powered conversations, ensuring they drive engagement, qualify leads, and deliver value to end users. You’ll collaborate closely with Engineering, Concierge Operations, Customer Success, Account Management, and customers to continuously optimize, test, and refine scripted content.

How will you make an impact?

• Design and script intelligent, courteous, and efficient SMS conversations that drive measurable customer outcomes (e.g., booking appointments, qualifying leads).
• Use our internal scripting tool to build, edit, and optimize conversation flows for specific verticals and customer use cases.
• Partner with Customer Success Managers and customers to understand goals and tailor scripts accordingly—ensuring tone, style, and outcomes align with customer needs.
• Collaborate with client teams—including executives, marketing, sales, and engineering—to align conversation strategies with business goals and brand voice.
• Optimize flows based on success metrics (e.g., conversion rates, drop-off points).
• Translate customer, concierge, and CSM feedback into clear script changes that improve the user experience.
• Assist in training internal teams on how to navigate, edit, and understand conversation design decisions.
• Build and maintain a scalable, categorized library of script templates and reusable conversation modules for each supported industry.
• Champion conversation design best practices internally, including tone guidelines, personalization techniques, and ethical considerations.
• Collaborate cross-functionally with Engineering on scripting system improvements and experience optimization.
• Conduct pre- and post-launch QA to ensure flows are logical, on-brand, and error-free—spotting broken logic, dead ends, and optimization opportunities.
• Use metrics such as response rates, drop-off points, and conversion data to guide ongoing iteration and improvement of conversation flows.
• Edit or configure campaign scripts in JSON as needed for deployment.

Have you got what it takes?

• 2+ years of experience in conversation design, UX design/writing, marketing, or a related field.
• Bachelor’s degree in English, Linguistics, Psychology, Human-Computer Interaction, or a related field.
• Demonstrated experience writing in different tones of voice across brands and industries.
• Strong verbal and written communication skills, with an emphasis on clarity, brevity, and brand alignment.
• Experience working with conversational platforms (e.g., ChatGPT and other AI assistants).
• Ability to work at a fast pace with a high cadence—adaptable to changing priorities and customer needs.
• Detail-oriented, organized, and self-motivated, with strong project ownership.
• Familiarity with JSON, dialogue trees, or logic-based scripting formats.
• Comfortable engaging across internal and external teams, including engineering, customer success, sales, and leadership.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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