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).