Nice Cognigy Solutions Architect

cnx; Town of Texas (WI); Hybrid; 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

Paid holidays

Paid learning days

Job summary

Concentrix is seeking a seasoned Cognigy Solutions Architect to design and implement advanced contact center AI and integration patterns. You will translate business needs into scalable Cognigy and CXone architectures, and guide cross-functional teams through implementation.

You will lead technical discussions, ensure secure integrations with CRM and knowledge bases, and optimize end-to-end agent and customer 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.

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

Solution architecture

Cognigy

NICE CXone

APIs

Enterprise integration

Client leadership

Documentation

Tools

NICE CXone

Cognigy

Cognigy Voice Gateway

Job description

Job Title:

Nice Cognigy Solutions Architect

Job Description

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

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our gamechangers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Nice Cognigy Solutions Architect

Key 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.

Required 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.

Preferred qualifications

• 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.

The base salary for this position is $106,087 - $166,709 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

The deadline to apply for this position is: 10/07/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.

As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.

#concentrix

#WAH

#LI-Remote

Location: USA, TX, Work-at-Home

Time Type: Full time

Physical and Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

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.

For more information regarding your EEO rights as an applicant, please visit the following websites:

English

Spanish

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process.If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.