CX Outbound Solution Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Work in partnership with sales and product teams to comprehend customer needs and convert them into AI and CCaaS solution designs.

• Create and showcase outbound campaign workflows, which encompass dialing strategies, segmentation, and contact cadence.

• Develop AI flows utilizing low-code/no-code designers, vibe coding, and scripting tools.

• Present technical solutions to both technical and non-technical audiences.

• Lead proof-of-value and pilot implementations centered on outbound use cases.

• Design and collaborate on CCaaS platform integrations that involve CRM, telephony, and campaign management tools.

• Utilize conversational AI and virtual agent solutions for outbound contact center applications.

⛳️ Requirements

• Profound knowledge of outbound contact center campaign orchestration, dialing modes, and contact strategies.

• Familiarity with outbound compliance frameworks such as OFCOM (UK), FDCPA, CFPB, and TCPA (US).

• Previous hands-on experience in contact center operations, particularly in outbound settings.

• Experience with NiCE, Genesys, Five9, Alvaria, TCN, or comparable CCaaS platforms.

• Understanding of AI applications relevant to outbound operations, including call outcome prediction and agent coaching.

• Capability to design scalable outbound solutions that integrate CRM, compliance systems, and analytics platforms.

• Proficiency in translating technical and regulatory concepts for a variety of stakeholders.

• Awareness of responsible AI use in outbound scenarios, encompassing consent and fairness.

• A Bachelor's or Master's degree in Computer Science, Data Science, or a related field is a plus.

• A minimum of 2 years of technical pre-sales or outbound contact center experience is preferred.

• Experience with outbound CCaaS deployments, compliance-driven workflows, or consulting engagements is a plus.

🏝️ Benefits

• Opportunity to learn and grow.

• Internal career opportunities available across various roles, disciplines, domains, and locations.

• A fast-paced, collaborative, and creative work environment.

• Equal opportunity employer.