Technical Customer Success Manager

Описание вакансии

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

We are looking for a Technical Customer Success Specialist to support our Customer Success Managers (CSMs) by providing deep technical expertise across a portfolio of enterprise customers. This role is designed to scale technical knowledge across the Customer Success organization and act as a technical backbone for day-to-day account engagement.

You will work in a one-to-many model, partnering with multiple CSMs and supporting approximately 30–50 customer accounts. Your focus will be on answering technical questions, advising on best practices, and helping customers successfully design, operate, and optimize conversational AI solutions built on the Cognigy platform.

This role sits at the intersection of Customer Success, Product, and Conversational AI expertise.

How will you make an impact?

• Act as a shared technical resource for CSMs across multiple enterprise accounts
• Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice
• Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers
• Serve as an escalation point for complex “how does this work” or “how should we do this” questions

Conversational AI & Platform Expertise

• Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration
• Support NLU configuration, training, testing, and optimization
• Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions
• Help customers understand platform capabilities, limitations, and recommended patterns

Contact Center & Enterprise Context

• Support customers operating conversational AI solutions within contact center environments (voice and digital)
• Provide high-level guidance on integrations with CCaaS, CRM, and backend systems
• Help customers troubleshoot issues related to conversation behavior, routing, and experience design

Collaboration & Feedback Loop

• Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues
• Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams
• Contribute to internal documentation, enablement materials, and best-practice guides for CSMs

Scale & Efficiency

• Help standardize technical guidance across the customer base
• Enable CSMs to handle more technical conversations independently over time
• Improve internal processes and documentation to support a growing enterprise customer footprint

Have you got what it takes?

• 3–5 years of experience in conversational AI, virtual agents, or intelligent automation
• Experience in a customer-facing technical role (Customer Success, Solution Consulting, Technical Support, or Professional Services)
• Experience supporting enterprise customers in a one-to-many or scaled model

Technical Expertise

• Strong understanding of conversational AI fundamentals, including:
• NLU concepts (intents, entities, training data, evaluation)
• Generative AI and LLM-based conversational systems
• Agentic AI and multi-step orchestration patterns
• Solid understanding of contact center operations and customer service workflows
• Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders

Personal Attributes

• Structured, organized, and comfortable juggling multiple customers and priorities
• Clear communicator with a pragmatic, solution-oriented mindset
• Curious and eager to stay current with advancements in conversational and generative AI
• Strong sense of ownership and customer focus

You will have an advantage if you also have:

• Hands-on experience with enterprise conversational AI platforms

• Familiarity with Cognigy or similar products
• Experience working with voice automation and CCaaS integrations

About Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.

Requisition ID: 10131 Reporting into: Team Lead, CSM

Role Type: Individual Contributor

*About NiCE*

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.