Senior CX Architect: NiCE CXone & Cognigy, AI-Enabled

Concentrix CVG Corporation; Town of Florida (NY); Hybrid; USD 122,000 - 192,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Job summary

Concentrix CVG Corporation is seeking a Sr. Software Architect to lead the design, implementation, and integration of NiCE CXone and Cognigy solutions for enterprise customer experiences.

This senior technical role partners with clients and delivery teams to translate business needs into secure, scalable architectures across CRM, AI, cloud, and data platforms. You will mentor engineers, set architecture standards, and drive end-to-end delivery from discovery to production, ensuring performance,

Qualifications

• 10+ years of experience in customer experience technologies, CCaaS solution architecture, software engineering, systems integration, or enterprise technology delivery.
• Hands-on implementation experience with NiCE CXone.
• Experience designing, implementing, or integrating conversational AI solutions, AI agents, virtual assistants, generative AI technologies, or enterprise automation platforms, including Cognigy or similar technologies.
• Strong understanding of APIs, integrations, CRM, workforce management, cloud platforms, security, and modern application architectures.
• Experience leading complex technical implementations and multi-disciplinary delivery teams.
• Strong communication, consulting, and stakeholder management skills.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, MIS, or related field; Master’s preferred.
• NICE CXone certification or equivalent credentials; Cognigy certifications; experience with major CX platforms.

Responsibilities

• Design scalable, secure, and high-performing solutions utilizing NiCE CXone, Cognigy, and related enterprise technologies.
• Lead architecture reviews and provide direction on critical technical decisions.
• Establish architecture standards, implementation patterns, and technical best practices.
• Identify technical risks, dependencies, and opportunities across applications, integrations, infrastructure, and data platforms.
• Lead end-to-end implementation of NiCE CXone and Cognigy solutions from discovery through production deployment.
• Design and oversee integrations with CRM, telephony, workforce engagement, AI, data, and enterprise platforms.
• Troubleshoot and resolve complex platform, integration, and performance issues.
• Ensure solutions meet requirements for scalability, security, availability, maintainability, and supportability.
• Configure and implement NiCE CXone platform capabilities.
• Design, develop, and deploy Cognigy conversational AI applications, workflows, and integrations.
• Build reusable accelerators, integration patterns, and technical assets that improve delivery efficiency and consistency.
• Support testing, deployment, monitoring, and operational readiness activities.
• Partner with clients and internal stakeholders to define solution strategies, roadmaps, and implementation plans.

Skills

NiCE CXone

Cognigy

CCaaS

APIs

Cloud platforms

Architectural leadership

Security

Integration

AI / Conversational AI

Communication

Education

Bachelor's degree in Computer Science or related field

Master's degree (preferred)

Tools

NiCE CXone

Cognigy

AWS

Azure

Google Cloud

Salesforce

ServiceNow

Job description

Concentrix CVG Corporation is seeking a Sr. Software Architect to lead the design, implementation, and integration of NiCE CXone and Cognigy solutions for enterprise customer experiences.

This senior technical role partners with clients and delivery teams to translate business needs into secure, scalable architectures across CRM, AI, cloud, and data platforms. You will mentor engineers, set architecture standards, and drive end-to-end delivery from discovery to production, ensuring performance,