NICE

CX Outbound Solution Engineer

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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 different tools (low code-no code designer, vibe coding, scripting)
  • Present technical solutions to both technical and non-technical stakeholders.
  • Lead proof-of-value (PoV) and pilot implementations focused on outbound use cases.
  • Deep knowledge of CCaaS platform integrations with CRM, telephony, and campaign management tools.
  • Deep knowledge of conversational AI and virtual agent solutions.

Requirements

  • Outbound Contact Center Expertise: Deep understanding of campaign orchestration, dialing modes (predictive, preview, progressive), and contact strategies.
  • Regulatory Knowledge: Familiarity with outbound compliance frameworks including OFCOM (UK), FDCPA, CFPB, TCPA (US).
  • Operational Experience: Prior hands-on experience in contact center operations, ideally in outbound environments.
  • CCaaS Platforms: Experience with NiCE, Genesys, Five9, Alvaria, TCN or similar.
  • AI/ML Awareness: Understanding of how AI can enhance outbound operations (e.g., call outcome prediction, agent coaching).
  • Solution Architecture: Ability to design scalable outbound solutions that integrate with CRM, compliance systems, and analytics platforms.
  • Communication: Skilled in translating technical and regulatory concepts for diverse stakeholders.
  • Ethical AI Awareness: Understands responsible AI use in outbound contexts, including consent and fairness.
Benefits
  • Join an ever-growing, market disrupting, global company
  • Teams work in a fast-paced, collaborative, and creative environment
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI flows designcampaign orchestrationdialing strategiescontact cadencesolution architectureoutbound compliance frameworkscontact center operationspredictive dialingconversational AIvirtual agent solutions
Soft Skills
communicationcollaborationpresentation skillsstakeholder engagementtranslating technical concepts