CX Outbound Solution Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 Solutions Engineer

🚫👨‍🎓 No degree required

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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 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