[Hiring] Nice Cognigy Solutions Architect @CNX

Role Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience.

• Translate business and contact center requirements into solution designs, integration patterns, and implementation plans.
• Design Cognigy conversational flows and AI agent solutions across voice and digital channels.
• Architect the connection between Cognigy and NICE CXone, including routing, escalation, and transfer of conversation context to human agents.
• Define integrations with CRM, knowledge bases, APIs, and other enterprise systems.
• Establish requirements for security, access, data handling, monitoring, and operational support.
• Guide development teams through configuration, testing, deployment, and issue resolution.
• Work with business, operations, and technical stakeholders to measure performance and improve customer and agent experiences.

Qualifications

• 8+ years of hands-on solution architecture experience with NICE CXone and Cognigy.
• Experience designing contact center voice and digital journeys, including IVR, routing, and agent handoffs.
• Strong understanding of conversational AI, API integrations, and enterprise architecture.
• Ability to produce architecture diagrams, technical designs, and clear guidance for delivery teams.
• Experience leading technical discussions with clients and cross-functional teams.

Requirements

• Experience with Cognigy Voice Gateway, AI agents, or agent assistance.
• Experience integrating contact center platforms with CRM and knowledge management systems.
• Experience with analytics and ongoing optimization of automated customer journeys.

Benefits

• Base salary for this position is $106,087 - $166,709 plus incentives.
• Medical, dental, and vision insurance.
• Comprehensive employee assistance program.
• 401(k) retirement plan.
• Paid time off and holidays.
• Paid learning days.

Company Description

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.