Cognigy Solutions Architect: AI-Driven CX Mastery

CNX; United States; Remote; USD 106,000 - 167,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off & Holidays

Paid Learning Days

Job summary

Concentrix seeks a Solutions Architect to design Cognigy/NICE CXone integrations, shaping enterprise-grade contact center architectures. You will drive conversations with clients and cross-functional teams, translating requirements into scalable, secure patterns for voice and digital journeys.

You will lead architecture discussions, produce technical designs, and guide delivery teams through implementation, testing, and deployment, ensuring optimal customer and agent experiences across channels.

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.

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

IVR design

APIs

Enterprise architecture

Architecture diagrams

Client engagements

Tools

Cognigy Voice Gateway

AI agents

CRM integrations

Job description

Concentrix seeks a Solutions Architect to design Cognigy/NICE CXone integrations, shaping enterprise-grade contact center architectures. You will drive conversations with clients and cross-functional teams, translating requirements into scalable, secure patterns for voice and digital journeys.

You will lead architecture discussions, produce technical designs, and guide delivery teams through implementation, testing, and deployment, ensuring optimal customer and agent experiences across channels.