Senior Client Services Project Manager, CX

• Act as a trusted advisor, guiding customers through decision points with clarity, strategic reasoning, and best‐practice recommendations.
• Lead workshops, discovery sessions, and requirement validations that influence customer direction and ensure functional alignment to business objectives.
• Challenge assumptions constructively and steer customers toward scalable, sustainable solutions.
• Provide consultative insight into process optimization, platform capabilities, and system integrations.

• Engage confidently with executive stakeholders and decision-makers, ensuring alignment on priorities, risks, and expectations.
• Communicate complex issues simply and effectively to both technical and non‐technical audiences.
• Manage escalations with professionalism and data‐driven clarity, ensuring proactive resolution and customer trust.
• Deliver structured status reports, executive summaries, risk assessments, and progress updates.

• Bring hands‐on experience managing projects involving CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) and other enterprise systems.
• Collaborate closely with solution architects, engineers, QA, and integration teams to ensure technical feasibility and alignment.
• Understand architectural implications, upstream/downstream impacts, and integration risks.
• Effectively manage change requests, technical dependencies, and solution impacts.

• Mentor junior Project Managers and contribute to improving delivery methodologies, frameworks, and best practices.
• Capture lessons learned, post‐mortem insights, and improvement opportunities to drive ongoing enhancement of delivery excellence.
• Promote adherence to project governance, documentation standards, and organizational processes.

• Bachelor’s degree in Business, Technology, or a related field—or equivalent work experience.
• 8–10 years of experience managing customer‐facing, enterprise‐level technology projects.
• Proven track record of delivering complex, multi‐system implementations in SaaS, CX, cloud, or CRM environments.
• Strong consultative mindset with the ability to influence customers, guide decisions, and navigate ambiguity.
• Exceptional communication skills - verbal, written, executive‐level, and cross‐
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong understanding of the software development lifecycle, integration patterns, and cloud technologies.
• Advanced skills in risk management, issue resolution, resource planning, and executive reporting.
• Ability to make sound decisions independently while managing priorities across simultaneous projects.

• PMP, PRINCE2, Agile/Scrum, or equivalent project management certifications.
• Experience in contact center technology, call recording, telephony, or CX platforms.
• Background working in global, matrixed organizations with cross‐functional delivery teams.

Requisition ID: 11453 Reporting To: Manager, Professional Services Role Type: Individual Contributor

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.