Director Product Management

External

Nice · Seattle, WA

Full-timeOn-site2w ago

ComplianceLeadershipLLMsObservabilityRAG

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About the role

NICE is defining the future of AI-powered customer experience. As Director of Product Management for Agent Copilot, you will own the product vision and strategy for how AI agents augment human agents in the contact center and beyond. This is the pivotal product in NICE's AI-first transformation: a real-time copilot that sits alongside agents, surfacing the right knowledge, automating routine actions, and coaching agents to deliver exceptional outcomes. You will lead a cross-functional team spanning R&D, data science, design, and professional services to ship products that materially improve agent performance, reduce handle time, and accelerate onboarding for some of the world's largest enterprises. Why This Role Matters Agent Copilot is the connective tissue in NICE's agentic CX platform strategy. It is the AI-first entry point for hundreds of thousands of contact center agents across NICE's global customer base It bridges the gap between full automation and human-led service, enabling a progressive path to autonomous CX It anchors three of NICE's six platform bets: Agentic Copilot, Guardian Agents, and Observability and Analytics It is the highest-visibility product in active enterprise deployments and the primary driver of AI-attached revenue growth

Responsibilities

Product Strategy and Vision

Define and champion the multi-year product roadmap for Agent Copilot, aligned to NICE's AI-first platform strategy

Set the strategic direction for real-time agent augmentation: knowledge surfacing, next-best-action guidance, auto-summarization, live coaching, and adaptive card experiences

Drive the integration strategy between Copilot and adjacent platform pillars (Cognigy orchestration, Knowledge AI, Analytics Plus, Guardian Agents)

Identify and evaluate build-vs-buy-vs-partner decisions, including M&A targets in the agent augmentation space

Execution and Delivery

Own the quarterly release plan across the 26.x train, coordinating with R&D engineering leads on scope, dependencies, and quality gates

Drive product reliability and customer trust, including get-well programs for escalated deployments

Establish and track outcome-based success metrics: adoption, agent performance lift, CSAT impact, time-to-value

Lead rapid iteration cycles informed by production telemetry, customer feedback, and competitive intelligence

Cross-Functional Leadership

Partner closely with R&D, data science, and AI/ML teams to push the boundaries of LLM-powered agent assistance

Align with Professional Services on implementation playbooks, PSE skill requirements, and deployment best practices

Collaborate with Sales and Customer Success to shape enterprise go-to-market strategy and competitive positioning

Present product vision and progress to C-level stakeholders and key enterprise customers

AI-First Product Thinking

Champion an AI-native approach: design for agentic workflows, RAG-driven knowledge retrieval, and LLM-powered reasoning from the ground up

Guide responsible AI practices including guardrails, explainability, bias mitigation, and compliance with enterprise governance requirements

Stay at the frontier of agentic AI, foundation models, and human-AI interaction patterns; translate emerging research into product opportunities

What You Bring

Required

10+ years in product management with 5+ years in a senior or director-level role at a SaaS or enterprise software company

Deep domain expertise in contact center / CX technology, or adjacent enterprise AI products

Demonstrated experience shipping AI/ML-powered products at scale, ideally involving LLMs, copilots, or intelligent assistants

Strong technical fluency: comfortable engaging with engineering teams on architecture, model selection, RAG pipelines, and system integration

Track record of leading cross-functional teams through ambiguity and delivering measurable business outcomes

Excellent executive communication skills with the ability to simplify complex technical narratives for senior leadership and customers

Preferred

Experience with agentic AI frameworks, multi-agent orchestration, or autonomous workflow products

Familiarity with contact center ecosystems: IVR, ACD, WFM, QM, interaction analytics

Prior involvement in platform product strategy (API-first, extensibility, ecosystem/partner plays)

Experience leading product teams through rapid growth, acquisitions, or product pivots

Why NICE

Lead one of the most consequential AI product bets in the $20B+ contact center market

Work with a world-class R&D organization building on a proven enterprise platform with massive scale

Shape the strategy for an AI-first product that touches millions o

Director Product Management

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