Nice Cognigy Solutions Architect

CNX • USA, TX, Work-at-Home, TX

4d • $106,087 - $166,709 • Remote

About The Position

Concentrix is seeking a Nice Cognigy Solutions Architect to translate business and contact center requirements into solution designs, integration patterns, and implementation plans. The role designs Cognigy conversational flows and AI agent solutions across voice and digital channels, and architects connections between Cognigy and NICE CXone, including routing, escalation, and transfer of conversation context to human agents.

The architect defines integrations with CRM, knowledge bases, APIs, and other enterprise systems; establishes requirements for security, access, data handling, monitoring, and operational support; and guides development teams through configuration, testing, deployment, and issue resolution. The role works with business, operations, and technical stakeholders to measure performance and improve customer and agent experiences.

This is a remote, work-at-home position based in the United States. The salary range is $106,087–$166,709, plus incentives aligned with individual and company performance. The position is an immediate vacancy, and the company is seeking someone able to start as soon as possible.

Requirements

• At least 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.
• Must be legally authorized to work in the United States and reside in the United States or have a valid U.S. residential address.

Nice To Haves

• Cognigy certifications such as NCAE or Capstone.
• 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.

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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Comprehensive employee assistance program
• 401(k) retirement plan
• Paid time off and holidays
• Paid learning days
• Incentives aligned with individual and company performance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed