Remote Cognigy & CXone Architect for AI Journeys

Concentrix; Austin (TX); Remote; USD 106,000 - 167,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off and holidays

Paid learning days

Job summary

Concentrix is seeking a seasoned Cognigy Solutions Architect to translate business needs into robust contact center designs. You will craft Cognigy flows and AI agent solutions, integrate with NICE CXone, and wire complex enterprise systems.

You will guide teams through secure, scalable delivery while collaborating with business and operations to optimize customer and agent experiences. The role requires deep experience in conversational AI, IVR, routing, and stakeholder leadership, with a focus

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

Solution Architecture

Conversational AI

API Integrations

Delivery Guidance

Client leadership

Job description

Concentrix is seeking a seasoned Cognigy Solutions Architect to translate business needs into robust contact center designs. You will craft Cognigy flows and AI agent solutions, integrate with NICE CXone, and wire complex enterprise systems.

You will guide teams through secure, scalable delivery while collaborating with business and operations to optimize customer and agent experiences. The role requires deep experience in conversational AI, IVR, routing, and stakeholder leadership, with a focus