Sr. Software Architect (NiCE CXone & Cognigy)

CNX•USA, FL, Work-at-Home, FL

5d•$122,001 - $191,715•Remote

About The Position

Concentrix is seeking a Sr. Software Architect (NiCE CXone & Cognigy) to lead the design, implementation, integration, and evolution of enterprise customer experience solutions. This is a senior customer-facing technical leadership role responsible for architecting and delivering scalable NiCE CXone and Cognigy solutions across complex enterprise environments. The successful candidate will combine deep technical expertise with strong consulting, delivery, and problem-solving skills to help clients modernize their customer engagement platforms. You will work directly with clients, business stakeholders, architects, engineers, and delivery teams to translate business requirements into secure, scalable, AI-enabled customer experience solutions.

Requirements

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, Management Information Systems, or a related field, or an equivalent combination of education and experience.
Must reside in the United States or have a valid U.S. address for residence.

Nice To Haves

NICE CXone Certified Implementation Professional (CIP) certification or equivalent NICE implementation credentials.
NICE CXone implementation certifications in ACD/IVR, AI Routing, Digital Experience, Agent Embedded/Integrated, or related CXone modules.
NICE Certified Implementation Engineer (NCIE) certifications in Interaction Analytics, Workforce Management, Quality Management, Performance Management, or related NICE solutions
Cognigy Associate, Engineer, Conversation Design, or related Cognigy certifications.
Experience with Amazon Connect, Genesys Cloud CX, Salesforce, Microsoft Dynamics, ServiceNow, or related customer engagement platforms.
AWS, Microsoft Azure, or Google Cloud certifications.
Master's degree in Computer Science, Information Systems, Software Engineering, Business Technology, or a related discipline.

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, technical roadmaps, and implementation plans.
Partner with sales, solutioning, and delivery teams on client pursuits, technical workshops, architecture assessments, and implementation planning.
Mentor architects, engineers, and technical consultants.
Contribute to technical estimates, solution design, and architecture discussions for strategic initiatives.