Back to jobs

Director Product Management

Seattle, Washington, United States

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.

 

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

Select...
Select...
Select...
Select...

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.