Solution Consultant – CCaaS
On-site · Richmond Hill, Ontario, Canada
Job Summary
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 and Cognigy integration details, agentic AI patterns, LLM integration, and related tooling. Basic Qualifications: 5+ years in contact center solution design, 2+ years with NiCE CXone, 2+ years Cognigy experience, cloud architecture knowledge (AWS/Azure/GCP), REST APIs/webhooks/JSON, ability to debug flows with JavaScript/Python, understanding of CC KPIs, experience leading a workstream, strong communication, minimum high school diploma or GED. Nice to Have: extended SDLC experience, leadership and change management, familiarity with enterprise software suites (Salesforce, Oracle, Microsoft Dynamics, etc.), governance and security focus, consulting experience, multi-country/global program experience.
Required Qualifications
- 5+ years designing and delivering contact center solutions
- 2+ years hands-on with NiCE CXone
- 2+ years building conversational AI solutions on Cognigy
- Experience designing or building LLM-powered or agentic AI solutions in CX, production work, pilots, or substantial POC
- Working knowledge of cloud architecture on AWS/Azure/GCP
- Solid grasp of REST APIs, webhooks, JSON, and integration patterns; ability to read/write code (JavaScript, Python)
- Understanding of contact center KPIs (AHT, CSAT, FCR, containment, deflection)
- Experience leading a workstream or mid-sized engagement end to end
- Strong written and verbal communication; client-facing presentations
- High school diploma or GED
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