CX Outbound Solution Engineer
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Job Description
CX outbound solution engineer designing AI-powered contact center solutions for NICE. Translating customer requirements into CCaaS architectures and leading outbound proof-of-value implementations.
Responsibilities:
- Collaborate with sales and product teams to understand customer requirements and translate them into AI and CCaaS solution architectures.
- Design and demonstrate outbound campaign workflows, including dialing strategies, segmentation, and contact cadence.
- Design AI flows using low-code/no-code designer, vibe coding, and scripting tools.
- Present technical solutions to technical and non-technical stakeholders.
- Lead proof-of-value and pilot implementations focused on outbound use cases.
- Design and work with CCaaS platform integrations involving CRM, telephony, and campaign management tools.
- Apply conversational AI and virtual agent solutions to outbound contact center use cases.
Requirements:
- Deep understanding of outbound contact center campaign orchestration, dialing modes, and contact strategies.
- Familiarity with outbound compliance frameworks including OFCOM (UK), FDCPA, CFPB, and TCPA (US).
- Prior hands-on experience in contact center operations, ideally outbound environments.
- Experience with NiCE, Genesys, Five9, Alvaria, TCN, or similar CCaaS platforms.
- Understanding of AI applications in outbound operations, including call outcome prediction and agent coaching.
- Ability to design scalable outbound solutions integrating CRM, compliance systems, and analytics platforms.
- Ability to translate technical and regulatory concepts for diverse stakeholders.
- Understanding of responsible AI use in outbound contexts, including consent and fairness.
- Bachelor’s or Master’s degree in Computer Science, Data Science, or a related field is advantageous.
- At least 2 years of technical pre-sales or outbound contact center experience is advantageous.
- Experience with outbound CCaaS deployments, compliance-driven workflows, or consulting engagements is advantageous.
Benefits:
- Opportunity to learn and grow
- Internal career opportunities across multiple roles, disciplines, domains, and locations
- Fast-paced, collaborative, and creative work environment
- Equal opportunity employer
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