Director, Professional Services

NICE

20h

About The Position

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.
So, what’s the role all about?
We are looking for a Director of Professional Services to establish and lead Cognigy’s Americas Professional Services team, driving the active onboarding, implementation, and expansion of our Americas customer base. This leader will manage a hybrid organization to deliver world-class, AI-driven solutions.
This role supports Cognigy’s growth strategy by ensuring that professional services not only meet but exceed customer expectations in a rapidly evolving Conversational AI landscape. The leader will be the face of technical excellence and customer implementations across diverse global markets

Requirements

• 5–10+ years of progressive leadership experience in Professional Services, Consulting, or Customer Delivery, with demonstrated accountability for revenue, margin, utilization, and customer outcomes.
• Proven experience managing teams in a Professional Services or Consulting environment, including ownership of service KPIs such as utilization, billable margin, delivery timelines, CSAT, and renewals impact.
• Strong background working within a SaaS environment; experience with AI or Agentic AI platforms is highly desirable.
• Bachelor’s degree in a related field preferred (Business, Computer Science, Engineering, or equivalent experience).
• Experience operating in or partnering closely with Solutions Architecture and Sales organizations to scope, price, and deliver services engagements that meet commercial and delivery KPIs.
• Demonstrated success managing distributed and geographically diverse teams, aligning different cultural perspectives to a consistent service vision and performance standard.
• Hands-on leadership experience building, mentoring, and scaling high-performing services teams, ensuring consultants are enabled with the tools, training, and processes required to meet individual and team performance targets.
• Strong customer-facing leadership, with experience engaging executive stakeholders to define success criteria, manage expectations, and resolve escalations while protecting customer satisfaction and commercial outcomes.
• Data-driven leader with a track record of establishing, tracking, and aggressively driving KPIs, including utilization, backlog, revenue forecasting, delivery health, and customer satisfaction metrics.
• A growth-oriented leader committed to continuous improvement, operational excellence, and adoption of new technologies and delivery models.
• Excellent communication and interpersonal skills, with the ability to influence cross-functional partners and clearly communicate performance expectations and results at all levels of the organization.

Responsibilities

• Deliver high-quality professional services org across multiple geographies with a focus on AI and Conversational AI innovation.
• Lead pilot projects that showcase the next frontier in AI, ensuring cost efficiency and conversion to larger engagements.
• Oversee and inspire cross-functional teams (Solutions Architects, Project Managers, Conversation Designers) across diverse geographies.
• Elevate partner skills globally by co-delivering advanced technical workshops and best practices, ensuring partners can independently run projects where feasible.
• Champion a culture that “lives and breathes” AI, with a relentless drive for innovation in Conversational AI solutions, and a sales mentality that helps upsells expansion services within existing accounts.
• Lead/optimize/improve bookings and efficiency of Professional Services team.
• Partner with Regional and Global leads on hiring decisions.
• The authority to represent the company and build strong relationships with customers, acting as the main subject matter expert for technical discussions.
• Full P&L ownership for PS organization, responsible for meeting ARR and professional services booking targets while ensuring cost efficiency.
• Driving the integration of AI technology into service delivery, continually refining strategies to increase frontrunner leadership position

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager