Solution Consultant – CCaaS

Connex Telecommunications Inc. • Richmond Hill, ON

6d

About The Position

We are seeking an hands-on Solution Consultant to design and deliver next-generation contact center and agentic AI experiences on NiCE CXone and Cognigy, with a growing depth in Agentic AI platforms. This role involves owning discrete solution workstreams end-to-end, including discovery, design, build oversight, and go-live, while collaborating closely with senior architects and engagement leads on broader program strategy. At this level, you will lead the technical design of a workstream or mid-sized engagement, mentor more junior engineers and consultants, and represent the solution credibly in front of client managers and directors. You will bring sharp execution, a point of view on conversational and agentic AI, and the appetite to grow into a principal architect role.

Requirements

• 5+ years designing and delivering contact center solutions, with at least 2+ years hands-on with NiCE CXone.
• 2+ years building conversational AI solutions on Cognigy (Cognigy.AI and/or Voice Gateway).
• Demonstrated experience designing or building LLM-powered or agentic AI solutions in CX, production work, pilots, or substantial POCs.
• Working knowledge of cloud architecture on at least one major hyperscaler (AWS, Azure, or GCP), including networking, security, and identity basics.
• Solid grasp of REST APIs, webhooks, JSON, and integration patterns; comfortable reading and writing code (JavaScript, Python, or similar) at the level needed to debug flows and integrations.
• Understanding of contact center KPIs e.g. AHT, CSAT, FCR, containment, deflection and how design choices move them.
• Experience leading a workstream or mid-sized engagement end to end, including coordinating engineers, analysts, or consultants.
• Strong written and verbal communication; able to present designs to client managers and directors.
• A minimum of a high school diploma or GED.

Nice To Haves

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
• Experience in algorithmic decisioning or interactive management
• Strong understanding of PCI/PII security and data privacy requirements
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Responsibilities

• Lead the solution design of a CCaaS and agentic AI workstream on NiCE CXone and Cognigy from requirements through production rollout.
• Architect agentic AI experiences, autonomous virtual agents, agent-assist copilots, and tool-using conversational flows, that integrate with the contact center, CRM, and core enterprise systems.
• Translate business requirements into clear technical designs: solution architecture diagrams, integration specs, data flows, sequence diagrams, and non-functional requirements.
• Configure and oversee build of CXone Studio scripts, Cognigy flows, intent models, prompts, and LLM integrations; review the work of build engineers and conversation designers.
• Drive integration with CRM (Salesforce, Dynamics, ServiceNow), WFM, knowledge management, and back-end systems via APIs, webhooks, and event streams.
• Estimate effort, plan sprints, and manage technical delivery for on-shore and off-shore pods; identify risks early and surface mitigations.
• Partner with experience design and conversation design teams on persona, dialog patterns, and escalation logic.
• Coach 2–5 engineers, consultants, or analysts; review designs, unblock the team, and grow the bench.
• Contribute to proposals, RFP responses, demos, and reusable assets that strengthen our CCaaS and Agentic AI practice.
• Design and configure across CXone Studio, ACD, IVR, Digital, WFM, QM, and CXone Mpower / Enlighten AI components.
• Build intelligent routing, skills-based assignment, and journey orchestration.
• Integrate CXone with CRM, WFM, and analytics platforms using APIs, webhooks, and SDKs.
• Design virtual agents and voice bots using Cognigy.AI, Cognigy Voice Gateway, and Cognigy Insights.
• Build intent models, flows, lexicons, and NLU strategies; apply Cognigy AI Agents for goal-driven, tool-using conversations.
• Integrate Cognigy with LLM providers (Anthropic, OpenAI, Azure OpenAI, AWS Bedrock) via the Cognigy LLM layer.
• Connect Cognigy to CCaaS platforms and enterprise back-ends through Extensions and webhooks.
• Apply agentic patterns, planner/executor, tool use, retrieval-augmented generation, memory, and lightweight multi-agent collaboration, to real customer-service problems.
• Select and integrate foundation models from providers such as Anthropic (Claude), OpenAI, Google, and AWS Bedrock; reason about trade-offs in cost, latency, and capability.
• Implement evaluation, observability, and guardrails: prompt regression testing, safety filters, PII handling, hallucination mitigation, and human-in-the-loop review.
• Build agent-assist copilots that summarize, draft responses, surface knowledge, and automate after-call work.
• Apply LLMOps practices: versioning, A/B testing, drift monitoring, and continuous improvement loops.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED