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.
Key Responsibilities
Solution Architecture & Technical Leadership
- 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.
Implementation & Delivery
- 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.
Hands-On Development
- 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.
Consulting & Collaboration
- 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.
Qualifications
Required
- 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.
Strongly Preferred
- 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.
Why Join Concentrix?
This role offers a unique opportunity to shape and deliver next-generation customer experience solutions at global scale. You will work across NiCE CXone, Cognigy, AI, automation, cloud, and customer engagement technologies while helping some of the world's leading brands modernize their customer experience ecosystems.
You'll have the opportunity to influence architecture standards, accelerate AI adoption, and help define how global organizations leverage CCaaS, conversational AI, and intelligent automation to transform customer experiences.
If you enjoy solving complex technical challenges, working directly with clients, and balancing architecture leadership with hands-on delivery, you'll thrive in this role.
The base salary for this position is $122,001- $191,715 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.
The deadline to apply for this position is: 09/10/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
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Physical and Mental Requirements:
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity:
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
Accommodation:
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [email protected]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence:
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization:
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.
For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE
