Principal/Lead Technical Program Manager

Principal/Lead Technical Program Manager
Location: Sandy, UT (2days in office per week)

As the world’s leading Contact Center as a Service company, NICE CXone serves contact centers, customer service centers, 911 centers, government entities, non-profits among many other companies globally.  NICE CXone is the first to market with a complete Cloud offering that covers all the needs traditionally covered by on-premise providers.  Our solutions not only involve complex software and networking, but have expanded to fill robotic automation and artificial intelligence.  We’re constantly expanding the horizon of what a contact center solution should be in a hyper-connected world.
Our team is building an exciting new platform that will more cohesively bring all NICE CXone solutions together.  As we accelerate our growth together with partners and a developer friendly ecosystem, the need to further mature our core platform has become a priority.   While, these new platform capabilities offer a new range of possibilities, we need someone who is hungry to bring our global teams together and drive the collective work to delivery.
This team operates from offices in India, Israel, the United States and Bolivia with engineers who are geared towards bringing creative, bold & innovative solutions to solve some of the world’s most complex contact center problems.
As the Principal Program Manager, you will be working closely with R&D organizations located in each of the locations mentioned above.  By managing and communicating project definition, development milestones, project schedules, and project status you will drive a cohesive story that the team can follow to delivery.
Beyond solid program delivery and technical skills, you must have proven experience in problem solving, managing multiple projects simultaneously, a deep understanding of software product development, prior enterprise software development experience, and demonstrated experience to lead multi-cultural, multi-location teams.
Executive management and our employees want to embrace and support a top performer with a rare and specific skill set who will thrive in our very fast-paced and demanding environment.  You should have an ability to think critically, lead through intellect, and be willing to roll-up your sleeves.  In addition, you must be able to partner across department boundaries and business units.  We are looking for a leader with a strong internal drive, a tenacious spirit, effective communication skills and a collaborative method of working.
 
As a Principal Program Manager, a typical day might include the following:

1. The Program Manager collaborates with Product Management to disseminate market requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers.
2. Execute the product vision through the software development lifecycle to ensure program goals are met.
3. Interface with teams throughout company to drive, plan, and implement software objectives.
4. Work closely with Product Management to break down product backlog items and disseminate them into technical requirements.
5. Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget.
6. Perform the scrum master role for multiple teams.
7. Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones.
8. Provide weekly updates and offer multiple levels of status across a wide spectrum of individual contributors to executive management.
9. Coordinate Release Management to schedule, communicate and drive releases onto each environment.
10. Give clear and timely direction for product and project questions.
11. Coordinate with Product Management for product launches and technical documentation.
12. Be an expert with respect to the product line and usability.
13. Create and communicate visual layouts and proof-of-concepts.
14. Good understanding of competitive landscape.
15. Maintain and share deep understanding of the product from the end-user perspective.
16. Research available technologies and capabilities in order to drive the most effective product solutions.
17. Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability.
18. Occasional travel; including international travel
19. Staff selection, coaching, goals, performance, and evaluations.
20. Share job knowledge, skills and ideas with other employees.
21. Follow the company Code of Ethics and NICE inContact policies and procedures at all times.
22. Communicate in an effective and professional way with customers in and outside of NICE inContact.

This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

To land this gig you’ll need: 

• Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience is required.
  • 10+ years of program leadership in a cross-functional environment
  • 8+ years hands-on experience working in a key software development lifecycle role
  • 6+ years of demonstrated success defining and launching products
  • 5+ years of demonstrated experience in program management, project management or as a scrum master
  • Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master or Product Owner/Manager.
  • Well established progressive work experience in a lead role
  • Proactive, responsive and committed to removing roadblocks to fulfill timelines
  • Strategic thinker, consensus builder
  • Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences
  • Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts
  • Experience working with and influencing cross-functional teams without formal authority
  • Strong technical background with experience in communications, telephony, hosted-solutions, or contact center related fields
  • Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment
  • Excellent facilitation, interviewing, and presentation skills
  • Excellent written and verbal communications skills
  • The ability to work outside of standard business hours

Nice to have:

• Product Management experience using formal techniques and principles
• Experience working with graphical user experience and user interface design
• Experience working with object-oriented software development, web services, web development or other similar technical products
• Understanding of standard engineering processes and software development methodologies
• Experience with user acceptance testing, regression testing, integration testing.
• PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications
• Experience working with international software engineering teams.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE  CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.