CX Outbound Solution Engineer

AI Chopping Block; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Job summary

NiCE is seeking a CX Outbound Solution Engineer to design and deploy outbound contact center solutions that improve efficiency, compliance, and customer engagement. You will work across sales, product, and engineering to craft architectures integrating CRM, telephony, and analytics.

Ideal candidates have hands-on contact center experience, strong knowledge of outbound strategies, and familiarity with CCaaS platforms.

Qualifications

• Deep understanding of campaign orchestration and dialing modes (predictive, preview, progressive).
• Familiarity with outbound compliance frameworks including OFCOM (UK), FDCPA, CFPB, TCPA (US).
• Hands-on experience in contact center operations, ideally outbound.
• Experience with CCaaS platforms such as NiCE, Genesys, Five9, Alvaria, TCN.
• Understanding of how AI can enhance outbound operations (e.g., call outcome prediction).
• Ability to design scalable outbound solutions integrating with CRM, compliance systems, and analytics.

Responsibilities

• Collaborate with sales and product teams to translate requirements into AI and CCaaS architectures.
• Design and demonstrate outbound campaign workflows, including dialing strategies, segmentation, and contact cadence.
• Present technical solutions to both technical and non-technical stakeholders.
• Lead PoV and pilot implementations focused on outbound use cases.
• Deep knowledge of CCaaS platform integrations with CRM, telephony, and campaign management tools.

Skills

Outbound expertise

Regulatory knowledge

Operational experience

CCaaS platforms

AI/ML awareness

Solution architecture

Communication

Ethical AI awareness

Education

Bachelor’s or Master’s in CS/Data Science or related field

Tools

Genesys

Five9

Alvaria

TCN

NiCE

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

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!

Requisition ID:11606Reporting into:Director of Presales
Role Type:Individual Contributor

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmorethan120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.