- Location
- Seattle, Washington, United States
- Type
- Full-time
- Department
- CX - Agentic - Customer Service Automation Solution Sales
- Seniority
- Director
- Source
- Greenhouse
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.
About the Role
NICE is defining the future of AI-powered customer experience. As Director of Product Management for Agent Copilot, you will own the product vision and strategy for how AI agents augment human agents in the contact center and beyond. This is the pivotal product in NICE's AI-first transformation: a real-time copilot that sits alongside agents, surfacing the right knowledge, automating routine actions, and coaching agents to deliver exceptional outcomes.
You will lead a cross-functional team spanning R&D, data science, design, and professional services to ship products that materially improve agent performance, reduce handle time, and accelerate onboarding for some of the world's largest enterprises.
Why This Role Matters
Agent Copilot is the connective tissue in NICE's agentic CX platform strategy.
- It is the AI-first entry point for hundreds of thousands of contact center agents across NICE's global customer base
- It bridges the gap between full automation and human-led service, enabling a progressive path to autonomous CX
- It anchors three of NICE's six platform bets: Agentic Copilot, Guardian Agents, and Observability and Analytics
- It is the highest-visibility product in active enterprise deployments and the primary driver of AI-attached revenue growth
What You Will Do
Product Strategy and Vision
- Define and champion the multi-year product roadmap for Agent Copilot, aligned to NICE's AI-first platform strategy
- Set the strategic direction for real-time agent augmentation: knowledge surfacing, next-best-action guidance, auto-summarization, live coaching, and adaptive card experiences
- Drive the integration strategy between Copilot and adjacent platform pillars (Cognigy orchestration, Knowledge AI, Analytics Plus, Guardian Agents)
- Identify and evaluate build-vs-buy-vs-partner decisions, including M&A targets in the agent augmentation space
Execution and Delivery
- Own the quarterly release plan across the 26.x train, coordinating with R&D engineering leads on scope, dependencies, and quality gates
- Drive product reliability and customer trust, including get-well programs for escalated deployments
- Establish and track outcome-based success metrics: adoption, agent performance lift, CSAT impact, time-to-value
- Lead rapid iteration cycles informed by production telemetry, customer feedback, and competitive intelligence
Cross-Functional Leadership
- Partner closely with R&D, data science, and AI/ML teams to push the boundaries of LLM-powered agent assistance
- Align with Professional Services on implementation playbooks, PSE skill requirements, and deployment best practices
- Collaborate with Sales and Customer Success to shape enterprise go-to-market strategy and competitive positioning
- Present product vision and progress to C-level stakeholders and key enterprise customers
AI-First Product Thinking
- Champion an AI-native approach: design for agentic workflows, RAG-driven knowledge retrieval, and LLM-powered reasoning from the ground up
- Guide responsible AI practices including guardrails, explainability, bias mitigation, and compliance with enterprise governance requirements
- Stay at the frontier of agentic AI, foundation models, and human-AI interaction patterns; translate emerging research into product opportunities
What You Bring
Required
- 10+ years in product management with 5+ years in a senior or director-level role at a SaaS or enterprise software company
- Deep domain expertise in contact center / CX technology, or adjacent enterprise AI products
- Demonstrated experience shipping AI/ML-powered products at scale, ideally involving LLMs, copilots, or intelligent assistants
- Strong technical fluency: comfortable engaging with engineering teams on architecture, model selection, RAG pipelines, and system integration
- Track record of leading cross-functional teams through ambiguity and delivering measurable business outcomes
- Excellent executive communication skills with the ability to simplify complex technical narratives for senior leadership and customers
Preferred
- Experience with agentic AI frameworks, multi-agent orchestration, or autonomous workflow products
- Familiarity with contact center ecosystems: IVR, ACD, WFM, QM, interaction analytics
- Prior involvement in platform product strategy (API-first, extensibility, ecosystem/partner plays)
- Experience leading product teams through rapid growth, acquisitions, or product pivots
Why NICE
- Lead one of the most consequential AI product bets in the $20B+ contact center market
- Work with a world-class R&D organization building on a proven enterprise platform with massive scale
- Shape the strategy for an AI-first product that touches millions of agent interactions daily
- Join a company committed to redefining CX through agentic AI, with the customer base and distribution to make it real
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.
