Senior Program Manager, CX

 The Sr. Program Manager serves an instrumental role in delivering NICE CXone software features to the marketplace. Fulfilling the role as Senior Program Manager will help drive, plan and standardize software development activities from concept to completion. This person is responsible for driving organizational success through governance, standardization, and planning efficiency efforts.  
 
Major Functions/Responsibility 

• Oversee the development, testing, and implementation of different projects in IT Infrastructure and Software Applications 

• Work with the multiple Stakeholders – Senior Management, Development Teams, and Business Units – to define and document the project scope, roadmaps, requirements, and project plan 

• Develop, define, and implement processes based on previous and present Infrastructure and Software Applications to maximize efficiency and effectiveness of delivering the Company’s products 

• Manages and supports operational maintenance tasks (i.e., patching, upgrades, compliance, etc.) on existing Infrastructure systems 

• Work with the Functional Resource Managers in managing projects resources to make sure that projects are completed within the defined scope and timelines 

• Collaborate and work cross-functionally with large groups situated globally and ensure that project objectives are aligned 

• Conduct lessons learned or retrospectives within the different IT Operations teams to collect and analyze areas for improvement, and implement changes as needed 

• 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. 

• Execute the product vision through the engineering lifecycles to ensure program goals are met. 

• Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones. 

• Provide timely project status updates, risks and issues to all stakeholders. 

• Coordinate Release Management to schedule, communicate and drive releases onto each environment. 

• Give clear and timely direction for product and project questions. 

• Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability. 

• Possible travel for client-site visits or industry tradeshows. 

• Share job knowledge, skills and ideas with other employees. 

• Follow the company Code of Ethics and inContact policies and procedures at all times. 

• Communicate in an effective and professional way with customers in and outside of inContact. 

In addition, this person will play a critical role of ensuring our infrastructure – Systems, Network, and operating environments – achieve and maintain security compliance with federal and international regulations through the following: 

• Conduct gap analysis with the Team on cost, security risks of Systems, Network, Data, and Applications to identify requirements in order to address regulatory compliance. 

• Work with the Cross CXOne Teams in applying FIPs encryption for data in transit and for data at rest. 

• To make sure identity management (MFA, SSO, etc) is enforced throughout all platforms and/or products 

• Drive projects related to deployment, configuration and installation of FedRAMP (Federal Risk and Authorization Management Program) Compliant Security Software and Tools 

• Monitor that vulnerability scans are conducted and make sure that remediation activities are done according to the standard service level agreement (SLA) 

• Help create standard process documents and guidelines related to deployments of software security tools and other security controls implementation. 

 
 
Required Education, Experience and Job Related Skills: 

• Bachelors or Masters Degree in Computer Science, Engineering, IT or related field or equivalent work experience required. Technical or industry certifications are preferred in addition to the required education/experience. 

• 4+ years of project leadership in a cross-functional environment 

• 4+ years hands-on experience working in a key engineering lifecycle role 

• 3+ year of demonstrated success defining and launching products 

• 3+ years of demonstrated experience writing software specifications 

• Experience with Agile/Scrum, Kanban, and other modern development methodologies – preferably serving as a Scrum Master 

• Proactive, self-starter that is responsive and committed to removing roadblocks to fulfill timelines 

• Strategic thinker, consensus builder, with ability to influence cross-functional teams without formal authority 

• Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts 

• Strong technical background with experience in systems and/or network engineering, 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 communication, facilitation, and presentation skills, preferably to executive management 

 
Experience Preferred, but not required:  

• Product Management experience using formal techniques and principles 

• Experience with user acceptance testing, regression testing, integration testing. 

• PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications