Cognigy & CXone Solutions Architect (AI, IVR & Integrations)

Concentrix Corporation; Texas; Hybrid; USD 106,000 - 167,000; Full time

Job summary

Concentrix Corporation in the United States (Texas) seeks a senior Cognigy Solutions Architect to translate business and contact center requirements into scalable designs, architect Cognigy flows, and integrate with NICE CXone for routing, escalation, and agent handoffs.

You will define CRM and knowledge-base integrations, establish security and data handling standards, and guide development teams through delivery in a fast-paced environment.

Qualifications

• 8+ years of hands-on solution architecture experience with NICE CXone and Cognigy.
• Proven ability to design contact center voice and digital journeys, including IVR, routing, and agent handoffs.
• Experience producing architecture diagrams and technical designs for delivery teams.

Responsibilities

• 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.

Skills

NICE CXone

Cognigy

Solution architecture

Conversation design

API integrations

Architectural diagrams

Stakeholder communication

Technical leadership

Tools

Cognigy Voice Gateway

CRM systems

Knowledge bases

Job description

Concentrix Corporation in the United States (Texas) seeks a senior Cognigy Solutions Architect to translate business and contact center requirements into scalable designs, architect Cognigy flows, and integrate with NICE CXone for routing, escalation, and agent handoffs.

You will define CRM and knowledge-base integrations, establish security and data handling standards, and guide development teams through delivery in a fast-paced environment.