CX Outbound Solutions Architect

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

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.