Back to jobs

Technical Customer Success Manager

USA - Remote

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.

 

Create a Job Alert

Interested in building your career at NICE? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NICE’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.