Location: Toronto, Ontario
You Are
An hands-on Solution Consultant who designs and delivers next generation contact center and
agentic AI experiences on NiCE CXone and Cognigy, with growing depth in Agentic AI
platforms. You own discrete solution workstreams end to end discovery, design, build oversight,
and go-live, while collaborating closely with senior architects and engagement leads on broader
program strategy.
At this level, you•re expected to 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 bring sharp execution, a point of view on
conversational and agentic AI, and the appetite to grow into a principal architect role.
The Work
• 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.
Must Have Skills:
5+ years designing and delivering contact center solutions, with at least 2+ years hands-
on with NiCE CXone.
• 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.
Nice to Have Skills:
• Experience building conversational AI solutions on Cognigy (Cognigy.AI and/or Voice
Gateway).
