---
title: 'Technical Customer Success Manager - Conversational AI Or Agentic AI at NICE'
canonical: 'https://feeny.ai/job/technical-customer-success-manager-conversational-ai-or-agentic-ai-nice-united-j8kmhabs0hr3'
type: 'job'
last_seen: '2026-09-08'
---

# Technical Customer Success Manager - Conversational AI Or Agentic AI at NICE

- **Company:** NICE
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-03-02
- **Last confirmed live:** 2026-09-08
- **Apply:** https://boards.eu.greenhouse.io/nice/jobs/4793534101?gh_jid=4793534101

## 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 technical expertise across 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 supporting approximately 30–50 customer accounts. Your focus will be on answering technical questions, advising on best practices, and helping customers successfully design, operate, and optimize conversational AI solutions built on the Cognigy platform.

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

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, demos and best practice
- Provide timely responses to technical questions from CSMs and, where appropriate, 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 customers operating conversational AI solutions within contact center environments (voice and digital)
- Provide high-level guidance on integrations with CCaaS, 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
- Identify recurring 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 sense of ownership and customer focus

You will have an advantage if you also have:

- Hands-on experience with enterprise conversational AI platforms
- Familiarity with Cognigy or similar products
- Experience working with voice automation and CCaaS integrations

## 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

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.

## About NICE

## Company Overview
- **One-liner**: NICE provides AI-powered cloud platforms that automate customer service and workforce engagement, enabling organizations to deliver extraordinary customer experiences.
- **Entity Type**: Public (NASDAQ: NICE)
- **Headquarters**: Ra'anana, Israel (Global HQ); Hoboken, New Jersey, USA (Americas HQ) – locations listed in careers page indicate dual HQ presence.
- **Founded**: Not explicitly stated in provided search results (commonly known as 1986, but no source in this data)
- **Founders**: Not publicly available from provided sources

## Core Business
- **Primary industries**: Contact center software, customer experience (CX) automation, workforce engagement management, financial crime and compliance (via NICE Actimize), public safety (policing and criminal justice).
- **Target customers**: B2B – enterprise, mid-market, and small-to-medium businesses across industries; also government and financial institutions.
- **Mission/purpose**: To transform the world with AI that puts people first – automating engagements into proactive, safe, intelligent actions.

## Products & Services
- **NICE CXone**: Cloud-native contact center as a service (CCaaS) platform with AI-powered self-service, routing, workforce engagement management, and analytics.
- **NICE Actimize**: Financial crime, risk, and compliance solutions for over 1,000 financial institutions.
- **NICE Inform / Justice**: Solutions for public safety, policing, and criminal justice operations (30,000+ agencies).
- **AI & Automation Layer**: Purpose-built CX AI embedded across all products, including proactive AI agents, knowledge management, and digital self-help across 30+ channels.

## Market Standing
- **Valuation/Market Cap**: Not directly provided in search results.
- **Key Metric**: Annual Revenue (Non-GAAP) of **$2.735 billion** (FY 2024), with 15% year-over-year growth.
- **Notable Investors/Partners**: Not listed in provided materials; however, NICE has a large partner ecosystem and is trusted by over 27,000 customers, including >85% of the Fortune 100.
- **Growth Signals**:
  - 10,000+ employees, including >3,000 software engineers and 650 AI engineers.
  - Named a Leader in Gartner Magic Quadrant for CCaaS for 11th consecutive year (2025).
  - Forrester Research named NICE the industry CCaaS Leader with strongest offering and strategy.
  - 25 billion+ interactions powered annually.
  - Strong financials: Non-GAAP operating income of $850M (31.1% margin), cash from operations $833M.

## Competitive Advantages
- **30+ years of leadership** in the contact center and CX space with a proven track record of enabling digital transformations.
- **Massive R&D investment**: >3,300 R&D professionals and 650 dedicated AI engineers; 195+ patents.
- **Comprehensive, unified suite**: Combines AI self-service, routing, workforce management, and analytics on one cloud-native platform.
- **Global scale**: 27,000 customers across 150+ countries, 27 local offices.
- **Partner community**: Industry’s largest community of CX partners for customization and extension.

## Strategic Focus
- Deepening AI-native capabilities (proactive agents, automation at scale).
- Expanding digital-first contact center adoption and migrating on-premise customers to cloud.
- Targeting vertical markets (financial services, public safety) with specialized solutions.
- Continued investment in R&D and innovation – maintaining market leadership in CCaaS and workforce engagement.

## Why Work Here
- **Culture**: “Based on respect and teamwork”, strives for excellence, encourages out-of-the-box thinking and rewards excellence – both individual and collective growth.
- **Flexibility**: NiCE-FLEX hybrid model (2 days in office, 3 days remote) for most roles; fully remote options for customer-facing positions.
- **Learning & Development**: Comprehensive online learning platforms, external certifications, conferences, leadership workshops, and an annual global career development event.
- **Internal mobility**: Strongly encouraged – employees can move to new roles, relocate internationally, or pivot to new disciplines.
- **Benefits**: Comprehensive health insurance (including family), pension schemes, flexible working hours, global and local holiday celebrations, awards and competitions, and a strong focus on health & safety.
- **Employee Voice**: Regular, confidential engagement surveys managed by an external firm to continuously improve the employee experience.
- **Global community**: Involved in local communities, including the NiCE Code: Coda mentorship program for young girls in coding.

## Sources
1. [NICE Careers Page](https://www.nice.com/careers)
2. [Working @ NiCE](https://www.nice.com/company/corporate-responsibility/working-at-nice)
3. [About NiCE](https://www.nice.com/company/about-us)
4. [NICE Corporate Overview (PDF, Dec 2025)](https://resources.nice.com/wp-content/uploads/2025/12/NiCE-Corporate-Overview-Dec-2025.pdf)
5. [Careers – Apply](https://www.nice.com/careers/apply)

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