Technical Customer Success Manager

NICE; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

NiCE Cognigy is seeking a Technical Customer Success Specialist to support a portfolio of enterprise customers with deep technical expertise in conversational AI and related platforms. You will scale knowledge across the Customer Success org and act as a technical backbone for day-to-day engagement.

You will work in a one-to-many model, supporting 30–50 accounts, answering technical questions, advising on best practices, and helping customers design, operate, and optimize conversational AI

Qualifications

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

Responsibilities

• Act as a shared technical resource for multiple enterprise accounts.
• Support CSMs on platform usage, solution design, product functionality, demos and best practice.
• Provide timely responses to technical questions from CSMs and customers.
• Escalate complex questions and advise on solutions.
• Advise on dialog design, intent modeling, and flow orchestration.
• Support NLU configuration, training, testing, optimization.
• Guide generative and agentic AI concepts in enterprise solutions.
• Explain platform capabilities, limitations, and patterns.
• Support customers in contact centers (voice and digital).
• Guide integrations with CCaaS, CRM, and backend systems.
• Troubleshoot conversation behavior, routing, and experience design.
• Collaborate with Support, Product, Engineering, and PS to resolve issues.
• Identify recurring themes and improvements; feed insights back to teams.
• Contribute to internal docs and enablement materials for CSMs.
• Standardize technical guidance across customers.
• Enable CSMs to handle more technical conversations independently.
• Improve processes and docs for growing enterprise customers.

Skills

Conversational AI

Customer Success

Technical Support

Enterprise Support

LLM Knowledge

Automation

Tools

Cognigy

CRM

CCaaS

NLU Config

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.

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 technicalexpertiseacross 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 supportingapproximately 30–50 customer accounts. Your focus will be on answering technical questions,advising onbest practices, and helping customers successfully design,operate, andoptimizeconversational AI solutions built on theCognigyplatform.

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

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,demosand best practice
• Providetimelyresponses to technical questions from CSMs and, whereappropriate, 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 customersoperatingconversational AI solutions within contact center environments (voice and digital)
• Providehigh-level guidance on integrations withCCaaS, 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
• Identifyrecurring 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 senseof ownership and customer focus

You will have an advantage if you also have:

• Hands-on experience with enterprise conversational AI platforms
• Familiarity withCognigyorsimilar products
• Experience working with voice automation andCCaaSintegrations

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 _

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.