Hybrid SaaS Deployment Lead, Enterprise CX & AI

nice

Richardson (TX)

Hybrid

USD 214,000 - 322,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

NiCE is seeking a Manager, Customer Service to lead end-to-end deployment of large-scale SaaS platforms across enterprise contact centers in Richardson, TX. You will oversee CRM integrations (Zendesk, Salesforce, Amazon Connect) and drive collaboration with Product, Engineering, and Customer Success to optimize rollout and adoption.

The role requires a Master's degree and 5+ years in related fields, with experience in WFM/QM deployments, AI workflows, and managing global teams.

Qualifications

Master's degree or foreign equivalent in Information Systems, Computer Science, or related field.
5 years of experience in the job offered or related occupation.
Experience leading large-scale SaaS deployments in enterprise environments.
Experience with CRM systems (Zendesk, Salesforce, Amazon Connect).
Experience with voice/telephony platforms and contact center technologies.

Responsibilities

Lead end-to-end deployment of largescale SaaS platforms across enterprise contact centers.
Oversee integrations with CRM and cloud telephony platforms including Zendesk, Salesforce, Amazon Connect.
Drive cross-functional collaboration with Product, Engineering, and Customer Success teams.
Manage deployment and optimization of WFM and QM software.
Design and maintain omnichannel customer service workflows.
Lead AI-driven service initiatives including chatbot development and AI workflows.
Collaborate with technical teams to deploy intelligent support solutions.
Oversee hiring, training, and performance for service delivery teams.
Establish KPIs, quality standards, and service benchmarks.