Product Manager

So, what’s the role all about?

NiCE is looking for a Product Manager to lead strategy and the ongoing roadmap for the Inform Recording Solution and for large customer initiatives within the Inform portfolio, and to build strategic partner relationships with key carriers and 911 CPE providers. Inform holds a leading position in 911 call recording, with an installed base of more than 3,000 deployments around the world across public safety and justice.

You will sit in Product Management and focus on what is next for our Inform Solution based on customer engagements as well as technology and market trends. You will own the vision for the next generation of the Inform solution, deciding what customers need, making the case for it and working with the development and operations teams, Product Owners and engineering to get it delivered. You will also act as the product voice with strategic customers, including large government and metropolitan agencies, and keep sales and field teams informed to ensure proper portfolio positioning and that deployments deliver the value customers expect. You will also ensure a solid business case for our line of business.

The challenge is to deliver improvements that customers will choose to adopt while protecting the reliability of a product they depend on every day. You will set the priorities for the solution and stay accountable for its direction and customer outcomes.

How will you make an impact?   

• Set and communicate a clear roadmap for the Inform Recording Solution, balancing customer needs, commercial opportunities and engineering capacity.
• Define the key upgrades and new capabilities customers need in the next-generation roadmap, leading on the Inform Recording Solution and large customer initiatives.
• Own the strategy for the Inform Recording Solution, including its core recording platform, resilience options, desktop applications and APIs.
• Own the product direction for strategic customer solutions, including customer-specific solutions and key agency initiatives.
• Build and manage strategic partner relationships with key carriers and 911 CPE providers.
• Work directly with 911 directors, operations managers and records staff, plus user groups and field teams, to understand their needs and test proposed solutions. Turn feedback, RFP requirements and competitor activity into prioritized requirements.
• Work with the development and operations teams, Product Owners, engineering and QA so requirements are clear and traceable through to release. Own the "what and why" and the roadmap, while the development teams own delivery.
• Support New Product Introduction so new Inform releases reach general availability with complete release notes, compatibility information and documentation.
• Keep compatibility and availability information current so sales engineers, account executives, service managers and support can answer common questions and respond to RFPs without escalating.
• Join regular calls with strategic customers alongside the engineering lead and act as the product voice in those accounts.

Have you got what it takes?

• 3 or more years in product management, or a closely related role such as solutions architecture or technical product ownership, for enterprise or mission-critical software.
• Direct experience owning products that are installed and upgraded at customer sites, including servers, integrations, certifications, upgrades and long support lifecycles.
• Working knowledge of enterprise infrastructure: Windows Server, virtualization, databases, networking and storage, and how they affect compatibility and supportability.
• Track record of building a roadmap from customer evidence and getting it prioritized against competing demands.
• Direct customer research that has led to clear priorities and delivered product improvements.
• Strong written and spoken communication, including writing clear requirements and explaining product direction to sales, support and executive audiences.

You will have an advantage if: 

• Experience in public safety, emergency communications, or government and justice markets, including 911 or radio environments.
• Experience with channel or OEM partnerships, large metropolitan or federal customers, or public safety records requirements such as FOIA, CJIS and chain of custody.
• Knowledge of NG911 and i3, SIP and SIPREC, P25 radio, Text-to-911 or CAD integrations.
• Experience working with technology or telecom partners, such as carriers and 911 CPE providers.
• Familiarity with voice and screen recording, contact-center technology, CTI integration, or audio analytics.
• Experience with resilience and high-availability design, including server failover, remote-site recording, and long-term archive and storage.
• Experience with regulated or compliance-driven customers, such as aviation, federal or large metropolitan agencies.
• Experience taking releases through new product introduction to general availability.
• Experience planning migrations from customer-hosted systems to hybrid or cloud.
• Degree in a technical or business discipline, or equivalent experience.

What’s in it for you?

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!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11972
Reporting into: Director, Product Management
Role Type: Individual Contributor