Nice Cognigy Solutions Architect

• 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.

• 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., * 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., In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

The base salary for this position is $106,087 - $166,709 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.