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Product Manager

Nice Atlanta, GA

Atlanta, GA

Today

Full time 911 Call Center Call Recording

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Job Description

NiCE is seeking a Product Manager to lead strategy and execution across the Inform Recording Solution and major customer initiatives. The role sits at the intersection of product vision, customer outcomes, and partner relationships, acting as the product voice with strategic accounts while guiding roadmap decisions from evidence and customer input.

This position is based in Atlanta, GA (hybrid), with a focus on building durable product direction, clarifying requirements for engineering and QA, and supporting successful release readiness through documentation and compatibility updates.

What you’ll do

Set and communicate a clear roadmap for the Inform Recording Solution, balancing customer needs, commercial opportunities, and engineering capacity.
Define the upgrades and new capabilities customers require for the next-generation roadmap, leading both the Inform Recording Solution and large customer initiatives.
Own the Inform Recording Solution strategy, including the core recording platform, resilience options, desktop applications, and APIs.
Own 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.
Partner with 911 directors, operations managers, records staff, plus user groups and field teams, to understand needs and test proposed solutions; translate feedback, RFP requirements, and competitor activity into prioritized requirements.
Collaborate with development and operations teams, Product Owners, engineering, and QA to ensure requirements are clear and traceable to release; own the “what and why” behind the roadmap while delivery remains with engineering.
Support New Product Introduction so new Inform releases reach general availability with release notes, compatibility information, and documentation.
Maintain up-to-date compatibility and availability information so sales engineers, account executives, service managers, and support can respond to common questions and RFPs without escalation.
Join regular calls with strategic customers alongside the engineering lead and serve as the product voice for those accounts.

What you bring

3+ years in product management or a closely related role (for example, solutions architecture or technical product ownership) focused on enterprise or mission-critical software.
Direct experience owning products installed and upgraded at customer sites, including servers, integrations, certifications, upgrades, and long support lifecycles.
Working knowledge of enterprise infrastructure, including Windows Server, virtualization, databases, networking, and storage, and how these affect compatibility and supportability.
A track record of building and prioritizing roadmaps based on customer evidence and competing demands.
Direct customer research that produced clear priorities and tangible product improvements.
Strong written and spoken communication, including writing clear requirements and explaining product direction to sales, support, and executive audiences.

Technologies involved

Windows Server, virtualization, databases, networking, storage, SIP, SIPREC, P25, FOIA, CJIS

Nice-to-have advantages

Experience in public safety, emergency communications, or government and justice markets, including 911 or radio environments.
Experience with channel or OEM partnerships and large metropolitan or federal customers, plus knowledge of 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, including 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, such as server failover, remote-site recording, and long-term archive and storage.
Experience with regulated or compliance-driven customers, including 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.
A degree in a technical or business discipline, or equivalent experience.

Hybrid work model

NICE-FLEX hybrid model: 2 days working from the office and 3 days remote each week. Office days are designed for face-to-face meetings.

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