Senior Product Manager - Agentic Engagement Plane (AEP)

Title: Senior Product Manager - Agentic Engagement Plane (AEP) Location: USA - Sandy, UT

So, what’s the role all about?

NiCE is looking for a Senior Product Manager to lead the definition and hands‑on creation of the NiCE Agentic Engagement Plane (AEP)..  NiCE’s AEP is the next-generation architecture for the contact center. It is the coordination layer above channels, AI providers, and the human workforce where every customer engagement becomes the durable unit of work, and existing CRM and CDP systems persist as memory rather than getting ripped out. 

In this role, you will own innovative capabilities across the NiCE AEP, shaping how AI understands customer interactions, for effective system and/or agent handoff. You will have the opportunity to personally design, prototype, and validate AI‑driven product experiences. 

You will be responsible for building the next generation of AI‑powered CX solutions—not just features, but intelligent systems and working prototypes—while maintaining NiCE’s standards for security, governance, and enterprise readiness.

This is a highly hands‑on product role, ideal for a Product Manager who enjoys building, experimenting, and turning ideas into tangible product artifacts quickly.

How will you make an impact? 

• Identifying real market and customer problems through research, data analysis, and direct customer engagement—and rapidly turning insights into working product prototypes

• Driving AI‑first product strategy, ensuring that AI is designed as a foundation for outcomes, not just an add‑on feature

• Using prototypes as a core decision‑making tool—to explore solutions, de‑risk complexity, and accelerate time‑to‑value

• Delivering clear, actionable roadmaps and strategic plans that are grounded in validated product concepts, not assumptions

• Championing customer experience excellence through experimentation, iteration, and feedback‑driven improvements

• Collaborating in a truly cross‑functional environment, where product, engineering, and data teams work as one

• Leading data‑driven decision making, using analytics, experimentation, and model performance insights to guide priorities and trade‑offs

• Helping NiCE stay ahead of the market by bringing innovation, speed, and hands‑on AI fluency into everything we build

If you’re excited about building AI products—not just defining them, and want to shape the future of CX with real impact, this is the role for you.

Have you got what it takes?

• 5+ years of software product management experience, delivering enterprise‑grade cloud solutions

• Own the roadmap set direction, prioritize, and keep it current

• Own domain expertise for your service area: AI capabilities, competitive landscape, customer adoption, and real-world production performance

• Proven hands‑on experience working on AI‑powered, data‑driven, or automation‑centric products

• Strong technical understanding, with the ability to personally prototype solutions and work deeply with engineering and data science teams

• Experience influencing decisions across multiple global stakeholders and functions

• Strong analytical and problem‑solving skills, with a bias toward outcomes and execution

• Experience translating concepts and ideas into concrete product artifacts (prototypes, flows, experiments, validation plans)

• Excellent communication skills—able to engage effectively from executive leadership to individual contributors

• Ability to manage multiple initiatives in parallel and thrive in a fast‑paced environment

• Comfortable working directly with customers and partners, including in high‑pressure situations

• Strong cross-functional leadership and project management skillsApply AI tools across discovery, spec writing, competitive analysis, and stakeholder communication

• You will have an advantage if you also have:

• Hands‑on experience using GenAI tools for prototyping, discovery, experimentation, or productivity

• Experience in Customer Experience, Contact Center, CCaaS, CPaSS, or enterprise SaaS platforms

• Knowledge of AI/ML concepts, including model behavior, evaluation, and lifecycle considerations

• Experience with cloud architectures (AWS, Azure, or GCP)

• Familiarity with IP telephony, digital channels, recording, compliance, or regulated enterprise environments

 Education

• Bachelor’s degree required

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.