Client Services Project Manager CX

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?

The Client Services Project Manager leads the implementation of NICE products after a sale is completed through direct or indirect channels. This customer-facing role involves significant partner and customer interaction and requires strong communication, professionalism, and the ability to coordinate cross-functional delivery.

As a Client Services Project Manager, a typical day might include the following:

• Lead end-to-end delivery
• Direct and manage project execution from initiation through closure, ensuring delivery is completed on time, within scope, and aligned to success criteria.
• Initiate and align stakeholders (internal + external)
• Define project scope, goals, and deliverables in collaboration with internal stakeholders and external stakeholders (partners and customers).
• Bridge the gap between stakeholders by facilitating clear communication, aligning expectations, and translating business needs into actionable delivery plans.
• Conduct project kick-offs and establish governance
• Lead project kick-off meetings with internal teams and external stakeholders (partners and customers) to align on objectives, delivery approach, roles/responsibilities, governance, risks/dependencies, timelines, and communication cadence.
• Build and manage the project plan
• Develop and maintain project plans, diagrams, and communication artifacts.
• Plan and schedule timelines, milestones, and deliverables using appropriate tools; track progress and outcomes.
• Resource and dependency management
• Estimate resources needed and negotiate allocation with department/implementation managers.
• Identify and manage dependencies and the critical path to maintain delivery momentum.
• Risk, change, and issue management
• Proactively manage scope changes, identify potential risks/issues, and implement contingency plans to minimize delivery impact.
• Reporting and customer communications
• Develop and deliver status updates, progress reports, proposals, requirements documentation, and presentations.
• Communicate effectively and professionally with customers and internal teams throughout the project lifecycle.
• Relationship management
• Build, develop, and maintain business relationships critical to project success across customers, partners, and internal stakeholders.
• Closure and continuous improvement
• Obtain customer sign-off confirming the projects completion and acceptance.
• Conduct project retrospectives and produce recommendations to improve delivery outcomes.
• Develop best practices and reusable tools/templates to improve project execution and consistency.
• Compliance
• Follow the company Code of Ethics and applicable policies and procedures at all times.
  
  

• Bachelor’s degree in Business Management or a related field, or equivalent relevant work experience.
  
  

• 5–10+ years of customer-facing project management experience (enterprise preferred).
• Experience in call center/contact center environments; telephony and/or call recording industry experience preferred.
• Demonstrated success in delivering projects on time and within scope.
  
  

• Strong project planning, coordination, and execution skills.
• Excellent written and verbal communication; confident in executive/customer-facing settings.
• Strong understanding of technology and the software development lifecycle (SDLC).
• Resource, risk, and change management capabilities.
• Critical thinking and problem-solving skills; able to make independent, sound decisions.
• Financial and budget competency.
• Highly organized; comfortable planning several months in advance.
• Ability to motivate and influence cross-functional teams.
  
  

• PMP certification required (PMI).