CX Outbound Solution Engineer
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A NiCE CX Outbound Solution Engineer specializes in designing and deploying outbound contact center solutions that drive operational efficiency, regulatory compliance, and customer engagement. This role blends deep knowledge of outbound campaign orchestration with modern CCaaS platforms and AI/ML technologies. Ideal candidates bring hands-on operational experience in contact centers and a strong understanding of outbound regulations and strategies.
How will you make an impact?
- 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.
Have you got what it takes?
- 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.
You will have an advantage if you also have:
- 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.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
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Nice is a company that embodies the principles of innovation and customer satisfaction. With a name that reflects a commitment to excellence, Nice operates with the goal of providing top-notch products and services that meet the evolving needs of its clients. The company's mission is centered around creating a positive experience for all stakeholders, fostering a culture of collaboration, and driving growth through sustainable practices. As a forward-thinking organization, Nice is well-positioned to capitalize on emerging trends and technologies, leveraging its expertise to stay ahead of the curve. With a strong focus on research and development, Nice continually seeks to improve its offerings, ensuring that they remain relevant and effective in an ever-changing landscape. Through its dedication to quality and customer-centric approach, Nice aims to establish long-lasting relationships with its customers, built on trust, reliability, and mutual benefit. By prioritizing the well-being of both its clients and the environment, Nice strives to make a meaningful impact, contributing to the betterment of society while pursuing its business objectives. The company's leadership team comprises experienced professionals who bring a wealth of knowledge and insight to the table, guiding Nice towards achieving its vision of becoming a leading player in its industry. With its solid foundation, Nice is poised for success, ready to adapt and evolve in response to new challenges and opportunities that arise. Through its relentless pursuit of innovation and commitment to excellence, Nice is an organization that is sure to leave a lasting impression, making it an exciting company to watch in the years to come.
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