Solution Engineer

Role

The Outbound Contact Center Solution Engineer specializes in designing and deploying outbound contact center solutions that drive operational efficiency, regulatory compliance, and improved customer engagement. The role focuses on architecture and demonstration of outbound campaign orchestration, integrations with CCaaS and CRM systems, and application of AI/ML and conversational AI to outbound use cases.

Key Responsibilities

• Collaborate with sales and product teams to translate customer requirements into AI and CCaaS solution architectures.
• Design and demonstrate outbound campaign workflows, including dialing strategies, segmentation, and contact cadence.
• Design AI flows using low-code/no-code designers, vibe coding, and scripting.
• Present technical solutions to both technical and non-technical stakeholders.
• Lead proof-of-value (PoV) and pilot implementations for outbound use cases.
• Ensure integrations between CCaaS platforms and CRM, telephony, and campaign management tools.
• Apply conversational AI and virtual agent solutions to outbound scenarios.

Requirements

• Hands-on operational experience in contact center outbound environments.
• Deep understanding of campaign orchestration, dialing modes (predictive, preview, progressive), and contact strategies.
• Familiarity with outbound regulatory frameworks (OFCOM, FDCPA, CFPB, TCPA).
• Experience with CCaaS platforms such as NiCE, Genesys, Five9, Alvaria, or TCN.
• Awareness of how AI/ML can enhance outbound operations (e.g., call outcome prediction, agent coaching).
• Ability to design scalable solutions that integrate CRM, compliance systems, and analytics platforms.
• Strong communication skills for translating technical and regulatory concepts to diverse stakeholders.
• Understanding of responsible/ethical AI use in outbound contexts.
• At least 2 years in a technical pre-sales or outbound contact center role (preferred).

Preferred / Advantageous

• Experience with selling a full suite of SaaS products.
• Certifications or knowledge of cloud platforms (AWS, Azure, Google Cloud).
• Experience with CCaaS, CX, and conversational AI solutions.

What the role offers

• Opportunity to work in a global, market-leading company with internal career growth and learning opportunities.
• Fast-paced, collaborative, and creative team environment with cross-functional exposure.

Role Details

• Requisition ID: 9332
• Reports to: Director of Presales
• Role Type: Individual Contributor