TL;DR
Technical Customer Success Manager (Conversational AI): Providing deep technical expertise and support for enterprise customers utilizing the Cognigy platform, with an accent on conversational AI best practices, NLU configuration, and solution design. Focus on optimizing customer-specific conversational AI solutions within contact center environments and guiding on generative AI applications.
Location: Remote (USA)
Company
NiCE is a global CX leader providing AI-first platforms that combine Generative and Conversational AI to empower brands with AI Agents for enhanced customer experiences and measurable ROI.
What you will do
- Act as a shared technical resource for Customer Success Managers across multiple enterprise accounts.
- Support CSMs and customers with technical questions, solution design, and product functionality.
- Advise customers on conversational AI best practices, including dialog design, intent modeling, and NLU optimization.
- Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions.
- Support customers operating conversational AI solutions within contact center environments.
- Collaborate closely with internal teams (Support, Product, Engineering) to resolve customer issues and provide insights.
Requirements
- 3–5 years of experience in conversational AI, virtual agents, or intelligent automation.
- Experience in a customer-facing technical role (Customer Success, Solution Consulting, Technical Support, or Professional Services).
- Experience supporting enterprise customers in a one-to-many or scaled model.
- Strong understanding of conversational AI fundamentals, including NLU, Generative AI, LLM, and Agentic AI.
- Solid understanding of contact center operations and customer service workflows.
- Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders.
Nice to have
- Hands-on experience with enterprise conversational AI platforms, particularly Cognigy.
- Experience working with voice automation and CCaaS integrations.
Culture & Benefits
- Work in an ambitious and game-changing environment focused on challenging limits.
- Opportunity to provide deep technical expertise across a portfolio of enterprise customers.
- Collaborate closely with various internal teams including Support, Product, and Engineering.
- Be part of an innovation powerhouse that excels in AI, cloud, and digital.
- Work for an equal opportunity employer committed to diversity and inclusion.