Remote Cognigy Solutions Architect - AI & CX Integration

Concentrix CVG Customer Management Group Inc.; Texas; 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 learning days

Job summary

Concentrix CVG Customer Management Group Inc. in Texas is seeking a seasoned Cognigy Solutions Architect to translate complex business needs into scalable contact center architectures.

You will design Cognigy flows, integrate with NICE CXone, and guide delivery teams through secure deployments while collaborating with stakeholders to improve customer journeys. The role requires 8+ years of hands-on architecture experience, strong API integration skills, and the ability to produce clear technical

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.

Tools

NICE CXone

Cognigy

API integrations

Job description

Concentrix CVG Customer Management Group Inc. in Texas is seeking a seasoned Cognigy Solutions Architect to translate complex business needs into scalable contact center architectures.

You will design Cognigy flows, integrate with NICE CXone, and guide delivery teams through secure deployments while collaborating with stakeholders to improve customer journeys. The role requires 8+ years of hands-on architecture experience, strong API integration skills, and the ability to produce clear technical