Senior Client Services Project Manager, CX

About this role

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 Senior Project Manager oversees complex, enterprise‑level implementations of NICE solutions across various customer environments. This role demands advanced project leadership, strong consultative skills, and the ability to influence and guide customers through high‑impact, multi‑system transformation initiatives. The Senior PM acts as the main point of accountability for successful delivery, ensuring scope clarity, solution alignment, risk mitigation, and delivering an exceptional customer experience throughout all project phases.

This role requires seasoned experience managing customer‑facing projects, including integrations with CRM platforms such as Salesforce, Microsoft Dynamics, and ServiceNow, and cross‑functional leadership across Professional Services, Product, Support, and external partners.

Key Responsibilities

Project Leadership & Delivery Excellence

• Serve as the overall engagement Project Manager with end-to-end accountability for delivery, providing leadership, governance, and coordination across all project workstreams, including oversight of partner, vendor, and subcontractor project managers.

• Lead project planning, requirements gathering, timeline management, and delivery governance, ensuring alignment across cross-functional teams, partner organizations, and key stakeholders on deliverables, milestones, requirements, dependencies, and escalation management.

• Manage critical path activities and interdependencies across internal, customer, partner, and vendor teams, ensuring all project components progress cohesively toward go-live readiness and successful business outcomes.

• Drive operational readiness and oversee cutover, migration, hypercare, and post-go-live stabilization activities, ensuring a seamless transition to production and sustained adoption.

Consultative Engagement & Customer Advisory

• Act as a trusted advisor, guiding customers through decision points with clarity, strategic reasoning, and best‑practice recommendations.

• Lead workshops, discovery sessions, and requirement validations that influence customer direction and ensure functional alignment to business objectives.

• Challenge assumptions constructively and steer customers toward scalable, sustainable solutions.

• Provide consultative insight into process optimization, platform capabilities, and system integrations.

Stakeholder Influence & Executive Communication

• Engage confidently with executive stakeholders and decision-makers, ensuring alignment on priorities, risks, and expectations.

• Communicate complex issues simply and effectively to both technical and non‑technical…