Manager, Customer Service

Manager, Customer Service (inContact, Inc.; Richardson, TX): Lead end-to-end deployment of largescale SaaS platforms across enterprise contact centers, ensuring on time delivery and seamless account onboarding. Oversee integrations with CRM and cloud telephony platforms including Zendesk, Salesforce, Amazon Connect, and other contact center technologies. Drive cross functional collaboration with Product, Engineering, and Customer Success teams to optimize system performance, customer onboarding, and solution adoption. Serve as a strategic partner for enterprise customers, ensuring successful deployments, customer satisfaction, and long-term retention. Manage deployment and optimization of Workforce Management (WFM) and Quality Management (QM) software, improving forecasting, scheduling, and agent performance. Design, implement, and maintain customer service workflows across omnichannel ecosystems (voice, chat, email, and social). Deliver performance improvements through operational analytics, process standardization, and automation initiatives. Lead strategy and execution for AI driven service initiatives including chatbot development, conversational AI workflows, and machine-learning-based automation. Collaborate with technical teams to design and deploy intelligent support solutions that improve CSAT, resolution time, and operational efficiency. Identify emerging CX technologies and drive the adoption of modern tools and AI capabilities. Manage and mentor technical engineers across North America, the EU, and APAC regions. Oversee hiring, training, performance coaching, and professional development for service delivery and technical teams. Establish KPIs, quality standards, and service excellence benchmarks across all regions.

Hybrid telecommuting permitted pursuant to company policy.

• working in Service, Customer Success, or Contact Center–related industries;
• leading largescale SaaS deployments in enterprise environments;
• CRM systems (Zendesk, Salesforce, and Amazon Connect);
• voice/telephony platforms;
• deploying and managing Workforce Management (WFM) and Quality Management (QM) platforms in the contact center space;
• conversational AI and customer service automation, including building and deploying chatbots and AI workflows to facilitate ticket deflection and self-service automation;
• managing global teams;
• project management; and
• stakeholder management and cross-functional collaboration

Salary: $214,386.00 to $321,579.00 per year

Click apply or send resume to marian.alvarado@nice.com. An EOE.