Manager, Customer Service

nice; Richardson (TX); Hybrid; USD 214,000 - 322,000; Full time

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.

Skills

Deployment leadership

SaaS deployments

CRM integrations

AI & automation

Global team management

Project management

Stakeholder management

Education

Master's degree in IS/CS or related

Tools

Zendesk

Salesforce

Amazon Connect

WFM

QM platforms

Job description

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.

Manager, Customer Service (inContact, Inc.; Richardson, TX)

Lead end-to-end deployment of largescale SaaS platforms across enterprise contact centers, ensuring on time delivery and seamless account onboarding. Oversee integrations with CRM and cloud telephony platforms including Zendesk, Salesforce, Amazon Connect, and other contact center technologies. Drive cross functional collaboration with Product, Engineering, and Customer Success teams to optimize system performance, customer onboarding, and solution adoption. Serve as a strategic partner for enterprise customers, ensuring successful deployments, customer satisfaction, and long-term retention. Manage deployment and optimization of Workforce Management (WFM) and Quality Management (QM) software, improving forecasting, scheduling, and agent performance. Design, implement, and maintain customer service workflows across omnichannel ecosystems (voice, chat, email, and social). Deliver performance improvements through operational analytics, process standardization, and automation initiatives. Lead strategy and execution for AI driven service initiatives including chatbot development, conversational AI workflows, and machine-learning-based automation. Collaborate with technical teams to design and deploy intelligent support solutions that improve CSAT, resolution time, and operational efficiency. Identify emerging CX technologies and drive the adoption of modern tools and AI capabilities. Manage and mentor technical engineers across North America, the EU, and APAC regions. Oversee hiring, training, performance coaching, and professional development for service delivery and technical teams. Establish KPIs, quality standards, and service excellence benchmarks across all regions.

Hybrid telecommuting permitted pursuant to company policy.

Minimum requirements:

Master's degree or foreign equivalent in Information Systems, Computer Science, or related field, plus 5 years of experience in the job offered or related occupation.

Must have experience with the following:

• working in Service, Customer Success, or Contact Center-related industries;
• leading largescale SaaS deployments in enterprise environments;
• CRM systems (Zendesk, Salesforce, and Amazon Connect);
• voice/telephony platforms;
• deploying and managing Workforce Management (WFM) and Quality Management (QM) platforms in the contact center space;
• conversational AI and customer service automation, including building and deploying chatbots and AI workflows to facilitate ticket deflection and self-service automation;
• managing global teams;
• project management;
• stakeholder management and cross-functional collaboration

Salary: $214,386.00 to $321,579.00 per year

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.