Technical Customer Success Manager - Conversational AI Or Agentic AI

The role

You will support Customer Success Managers by providing technical expertise for approximately 30–50 enterprise customer accounts. You will advise customers on designing, operating, and optimizing conversational AI solutions built on the Cognigy platform.

What you will do

• Act as a shared technical resource for CSMs across multiple enterprise accounts
• Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice
• Provide timely responses to technical questions from CSMs and customers
• Serve as an escalation point for complex technical questions
• Advise customers on conversational AI best practices including dialog design, intent modeling, and flow orchestration
• Support NLU configuration, training, testing, and optimization
• Provide guidance on the application of generative AI and agentic AI concepts
• Help customers understand platform capabilities, limitations, and recommended patterns
• Provide guidance on integrations with CCaaS, CRM, and backend systems
• Collaborate with Support, Product, Engineering, and Professional Services to resolve customer issues

Required qualifications

• 3–5 years of experience in conversational AI, virtual agents, or intelligent automation
• Experience in a customer-facing technical role
• Experience supporting enterprise customers in a one-to-many or scaled model
• Strong understanding of NLU concepts including intents, entities, training data, evaluation
• Understanding of Generative AI and LLM-based conversational systems
• Understanding of Agentic AI and multi-step orchestration patterns
• Solid understanding of contact center operations and customer service workflows
• Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders
• Structured, organized, and comfortable juggling multiple customers and priorities
• Clear communicator with a pragmatic, solution-oriented mindset
• Curious and eager to stay current with advancements in conversational and generative AI
• Strong sense of ownership and customer focus

Nice to have

• Hands-on experience with enterprise conversational AI platforms
• Familiarity with Cognigy or similar products
• Experience working with voice automation and CCaaS integrations

About the company

NiCE Cognigy delivers AI that works for enterprise-ready scale, combining Generative and Conversational AI. NiCE Ltd. software is used by over 25,000 global businesses to deliver customer experiences, fight financial crime and ensure public safety.