Solution Engineer

So, what’s the role all about?

The NiCE Outbound Contact Center 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:

• Experience/knowledge of CCaaS, CX, and Conversational AI solutions.
• Experience/knowledge selling a full suite of SaaS products.
• Certifications and knowledge of cloud technologies (AWS, Azure, Google)
• At least 2 years in a technical pre-sales or outbound contact center.

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: 9332

Reporting into: Director of Presales

Role Type: Individual Contributor