NICE Manager Client Services 

United States 

221932018

The Manager, Client Services Project Management is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

How will you make an impact?

• Provide senior-level technical configuration and, in some cases, programming as required
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain senior-level expertise and currency in industry leading contact center technologies
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects
• Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred
• 6+ years of professional experience beyond education requirements above
• 1+ years management experience
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

You will have an advantage if you also have:

• Prior consulting experience

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.