Manager, Customer Service

NICE; United States; Hybrid; USD 214,000 - 322,000; Full time

Job summary

inContact, Inc. is seeking a Manager, Customer Service to lead end-to-end deployments of large-scale SaaS platforms for enterprise contact centers.

You will oversee CRM and cloud telephony integrations (Zendesk, Salesforce, Amazon Connect) and drive cross-functional collaboration with Product, Engineering and Customer Success to optimize onboarding and adoption. The role emphasizes WFM/QM deployment, omnichannel service workflows, and AI-enabled automation to boost CSAT and efficiency.

Qualifications

• Master's degree in Information Systems, CS or related field.
• 5+ years in deploying enterprise SaaS solutions.
• Experience with CRM and cloud telephony platforms.

Responsibilities

• Lead end-to-end deployment of large SaaS platforms for enterprise centers.
• Oversee integrations with CRM/telephony such as Zendesk, Salesforce, Amazon Connect.
• Drive cross-functional collaboration across Product, Engineering and Customer Success.
• Manage deployment and optimization of WFM and QM software.
• Design omnichannel workflows and lead AI-driven service initiatives.

Skills

SaaS deployments

CRM integrations

Cross-functional leadership

Program management

AI-powered workflows

Education

Master's degree in Information Systems or Computer Science

Tools

Zendesk

Salesforce

Amazon Connect

Job description

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; and
• stakeholder management and cross-functional collaboration

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

An EOE.

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.