CX Outbound Solution Engineer

🕒 April 10

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 Solutions Engineer

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• 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