Solution Consultant – CCaaS
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.
Platform Depth
NiCE CXone
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.
Cognigy
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.
Agentic AI & Generative AI
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.
Basic Qualifications
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 Have
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.
