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.

What's the Role All About

The Tech Manager is a senior technical leadership role responsible for driving the design, delivery, and quality of AI-driven and Conversational AI solutions across the NICE CXone ecosystem. With 15+ years of experience, you will lead and mentor a high-performing engineering team, bring deep expertise in AI models, AWS Knowledge Hub, and AWS Cloud, and serve as a key technical authority across cross-functional delivery teams. This role blends hands-on technical depth with strong people management, ensuring both engineering excellence and team growth.

How Will You Make an Impact

Technical Leadership:

Define and govern technical standards and best practices for AI and Conversational AI solution delivery.
Provide hands-on guidance on the design and implementation of integrations using APIs, modern web technologies, and authentication standards.
Lead the development of proofs of concept (PoCs) and production-ready solution components leveraging AWS Cloud, AWS Knowledge Hub, and AI/ML models.
Drive prompt engineering, conversational design, and AI orchestration best practices across the team.
Oversee testing, validation, and go-live activities to ensure solutions meet quality, performance, security, and usability standards.

People Management & Team Development:

Lead, mentor, and develop a team of engineers — conducting performance reviews, supporting career growth, and fostering a culture of continuous learning.
Define and uphold engineering standards, coding guidelines, and delivery frameworks across the team.
Identify skill gaps and build team capability in emerging areas such as Generative AI, AWS services, and enterprise conversational platforms.
Drive a collaborative, inclusive, and high-accountability team culture.

Technical Problem Solving & Quality:

Diagnose and resolve complex technical challenges across SaaS applications, cloud environments, AI integrations, and data flows.
Ensure all implementations meet enterprise-grade standards for quality, scalability, security, and performance.
Produce and review key documentation including architecture specifications, test strategies, and deployment materials.

Delivery & Process Excellence:

Drive Agile/Scrum delivery practices including sprint planning, retrospectives, and release management.
Define and continuously improve engineering processes, documentation standards, and delivery frameworks.
Align technical roadmap planning with business priorities and stakeholder expectations.
Manage escalations effectively and maintain strong cross-functional collaboration with Implementation Engineers, Consultants, Project Managers, and Customer Success teams.

Collaboration & Stakeholder Engagement:

Partner with senior stakeholders, customers, and cross-functional teams to translate business requirements into technical solutions.
Participate in customer workshops, design reviews, and technical discussions — communicating architecture decisions and implementation strategies with clarity and confidence.
Maintain transparent and consistent communication across all delivery teams.

Have You Got What It Takes

Experience & Education:

Bachelor's degree in Computer Science, Information Systems, Electrical Engineering, or equivalent work experience.
15+ years of professional experience in software engineering or technical delivery roles, with a focus on AI, digital channels, or bot/conversational applications preferred.
5+ years in a technical leadership or people management role (Engineering Manager, Tech Lead, or similar).

Technical & Architecture Skills:

7+ years of hands-on software development experience, with at least 2–3 years in a tech lead or architect capacity.
Strong proficiency in modern programming languages such as Java, Python, C#, or JavaScript/TypeScript.
Deep knowledge of AWS Cloud services and AWS Knowledge Hub; familiarity with Azure or GCP is a plus.
Proven experience working with AI/ML models, Generative AI frameworks, and enterprise AI orchestration patterns.
Strong expertise in:

Web APIs, SOAP, and REST implementations
Modern authentication standards (OAuth2, OIDC, SAML)
Browser and web security (CORS, X-Frame Options)
HTML/CSS and front-end fundamentals
Prompt engineering and AI integration patterns

Solid understanding of CI/CD pipelines, DevOps practices, and software architecture principles.
Proficiency in databases (SQL/NoSQL) and data integration patterns.
Strong understanding of conversational UX, AI-driven interfaces, and enterprise AI platforms.

Leadership & People Management:

Demonstrated experience managing and growing engineering teams, including performance management and career development planning.
Ability to define technical vision, establish engineering standards, and align team deliverables with organisational goals.
Strong stakeholder management skills, including handling escalations and influencing at senior levels.
Experience driving technical roadmap planning across multi-disciplinary teams.

Communication & Collaboration:

Clear, confident written and verbal communication skills.
Comfortable engaging with customers and senior stakeholders to articulate technical decisions, solution architecture, and delivery strategy.
Effective leader in design reviews, sprint planning, technical discussions, and delivery execution.

Delivery & Process:

Experience defining and improving engineering processes, documentation standards, and delivery governance.
Strong track record of authoring and reviewing design documents, functional requirements, test strategies, and deployment guides.
Experienced in Agile/Scrum environments with a focus on predictable, high-quality delivery.
Willingness to work in US shift hours (5 PM – 2 AM IST).

You Will Have an Advantage If You Also Have:

Hands-on experience with NICE CXone products or other cloud-based contact centre platforms.
Experience with enterprise conversational AI platforms such as NICE CXone, Kore.ai, Amelia, Dialogflow, or similar.
Exposure to Generative AI tools, LLM fine-tuning, or RAG-based architectures.

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. Office days focus on face-to-face collaboration, where teamwork and creative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 10786

Reporting Into: Director , Engineering

Role Type: People Management

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Tech Manager, Engineering