Workforce Management, Product Manager

So, what’s the role all about? 

NICE is seeking a Product Manager to join the CXone MPower WFM team. This individual will bring their expertise in contact center forecasting and scheduling to drive product development for the next generation Workforce Management solution.  

The Product Manager will be responsible for helping to ensure strategy alignment including helping to define the product vision, driving development priorities, and working closely with engineering for successful delivery to market. 

The role will also represent the Product team while working with critical stakeholders through the entire customer journey from product launch to support. The Product Manager will report directly to the Director of Product Management and will collaborate with multiple Product Managers and Product Owners.        

How will you make an impact?  

• Bring expertise on Workforce Management practices to influence superior user experiences and innovated designs with CXone MPower WFM 

• Own roadmap plans and prioritized new features and enhancements to support ongoing delivery, sales/marketing initiatives, and key critical commitments to drive growth and CSAT goals 

• Conduct market analysis to assist with product strategy and evolution planning 

• Partner with Product Owners to define a detailed requirements backlog for each release 

• Ensure successful go-to-market by working with all stakeholders including sales, marketing, and services 

• Act as a product evangelist to build awareness and understanding 

• Drive creative resolution of escalated issues towards optimal business outcomes across internal and external stakeholders 

Have you got what it takes? 

• 3+ years of Workforce Management experience 

• Understanding of WFM practices with forecasting and scheduling 

• Strong knowledge of contact center practices 

• Ability to communicate effectively across all levels of corporate structure 

• Excellent ability to lead by influence  

• Good understanding of software and cloud technology 

• Ability to work in with a globally dispersed team and matrix environment 

• Strong analytical and problem-solving skills 

You will have an advantage if you also have: 

• Understanding of various WFM solutions on the market (e.g., IEX, Verint, Aspect, Genesys) 

• Knowledge of agile development practices (particularly SAFe) 

• Understanding of user-centered designs and user experience 

• Familiarity with cloud-based applications and AWS infrastructure 

• Strong analytics or mathematical reasoning skills 

• Familiarity with Pragmatic Marketing framework 

• Knowledge of JIRA and Confluence 

• Inquisitive mindset/ ability to innovate 

What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

Enjoy NICE-FLEX!  

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.