Key skills
Outbound Contact Center ExpertiseCampaign OrchestrationDialing ModesContact StrategiesOutbound Compliance FrameworksContact Center OperationsCCaaS PlatformsAI/ML AwarenessSolution ArchitectureCRM IntegrationCompliance Systems IntegrationAnalytics Platforms IntegrationConversational AIVirtual Agent SolutionsEthical AI AwarenessAIMLAnalyticsCRMSales
About this role
NiCE is a global leader in customer engagement solutions, and they are seeking a CX Outbound Solution Engineer to design and deploy outbound contact center solutions. This role requires expertise in campaign orchestration and a strong understanding of AI/ML technologies to enhance operational efficiency and customer engagement.
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 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:
- Deep understanding of campaign orchestration, dialing modes (predictive, preview, progressive), and contact strategies
- Familiarity with outbound compliance frameworks including OFCOM (UK), FDCPA, CFPB, TCPA (US)
- Prior hands-on experience in contact center operations, ideally in outbound environments
- Experience with NiCE, Genesys, Five9, Alvaria, TCN or similar CCaaS Platforms
- Understanding of how AI can enhance outbound operations (e.g., call outcome prediction, agent coaching)
- Ability to design scalable outbound solutions that integrate with CRM, compliance systems, and analytics platforms
- Skilled in translating technical and regulatory concepts for diverse stakeholders
- Understands responsible AI use in outbound contexts, including consent and fairness
- Bachelor's or Master's in Computer Science, Data Science, or related field
- At least 2 years in a technical pre-sales or outbound contact center
- Experience with outbound CCaaS deployments, compliance-driven workflows, or consulting engagements