Nice Cognigy Solutions Architect

Bot Jobs; 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

Paid holidays

Paid learning days

Job summary

Concentrix is seeking an experienced Solution Architect to translate business and contact center requirements into scalable Cognigy/NICE CXone solutions. You will design conversational flows, architect end-to-end integrations, and guide delivery teams through deployment and testing.

The role requires 8+ years in solution architecture with Cognigy and NICE CXone, plus strong API and enterprise-architecture expertise.

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

NICE CXone

Cognigy

IVR design

Enterprise architecture

APIs & integrations

Architecture diagrams

Client leadership

Tools

Cognigy Voice Gateway

CRM integrations

Knowledge management systems

APIs

Job description

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.

Salary

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

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.

Job details

Location: USA, TX, Work-at-Home

Deadline to apply: 10/07/2026

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.

Work authorization and equal opportunity

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.

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.