Senior Product Manager - Voice Channel

Title: Senior Product Manager - Voice Channel Location: USA - Sandy, UT

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?

NiCE is looking for a Senior Product Manager to help lead the Voice channel for CXone as it continues to evolve with AI and cloud innovation. Customers increasingly expect voice experiences that are easy to configure, extend, and scale, and Voice is at the center of that shift.

In this role, you will own key areas of the Voice product, including core voice capabilities, integrations and APIs, AI‑driven voice experiences, and the platform services that make voice easy to adopt and scale. You will turn market needs and technical constraints into a clear roadmap, and partner with R&D, UX, product marketing, sales, and professional services to deliver enterprise‑grade, scalable capabilities.

You will be responsible for the full product lifecycle, from discovery through GA and adoption, while maintaining NiCE’s standards for reliability, security, and compliance.

This is a high‑ownership product role, ideal for a Product Manager who thinks of voice as software, understands platform products, and brings a disciplined, repeatable product process.

How will you make an impact? 

• Owning the roadmap and prioritization for your areas of Voice, balancing customer demand, scalability, reliability, and engineering dependencies

• Defining and evolving voice platform capabilities, including APIs and integrations, that let customers and partners extend and tailor voice experiences

• Driving a great customer and partner experience, from onboarding and documentation to self‑service configuration and time to value

• Integrating AI‑native capabilities, including conversational AI, generative AI, real‑time transcription, and agent assist, into voice experiences

• Contributing to packaging and pricing for Voice capabilities

• Defining requirements, user stories, and acceptance criteria, and driving features from discovery through GA and adoption

• Planning and executing against quarterly release trains, keeping status, documentation, and risks current and visible

• Defining and tracking outcome‑based KPIs such as feature adoption, usage and call volume, quality and reliability, and revenue impact

• Supporting enterprise sales opportunities, partner engagements, and high‑level customer escalations

• Partnering with product marketing on positioning, launch readiness, partner enablement, and release communications

• Monitoring competitive and market trends across cloud communications and contact center platforms to help NiCE stay ahead

If you’re excited about shaping the future of voice in an AI‑driven world and want to deliver real impact at scale, this is the role for you.

Have you got what it takes?

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

• Experience owning API or platform products, ideally in cloud communications or contact center software

• Working understanding of voice and real‑time communications fundamentals, enough to partner credibly with engineering and carrier teams

• Experience shipping complex, high‑scale features on a multi‑tenant cloud platform

• Experience with packaging and pricing of software or platform products

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

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

• A track record of disciplined, repeatable product process: clear specs, consistent planning cadence, and reliable stakeholder communication

• Strong analytical and problem‑solving skills, with the ability to make data‑informed prioritization decisions

• Experience influencing decisions across multiple global stakeholders and functions

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

• 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 skills

You will have an advantage if you also have:

• Experience with AI/ML in voice, such as speech analytics, voice bots, or real‑time agent assist

• Experience in Customer Experience, Contact Center, CCaaS, or cloud communications platforms

• Familiarity with telecom regulation and compliance (STIR/SHAKEN, E911, data residency)

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

• Prior work with strategic partners, ISVs, or carrier ecosystems

• Hands‑on experience using GenAI tools for discovery, spec writing, competitive analysis, or productivity

 Education

• Bachelor’s degree is a plus or equivalent experience

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.