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About the Role

We are seeking a Solution Consultant to design and deliver next-generation contact center and agentic AI experiences on NiCE CXone and Cognigy. You will own solution workstreams from discovery to go-live, collaborating with senior architects and engagement leads. This role requires leading technical design, mentoring junior team members, and representing solutions to clients.

Responsibilities

• 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, integrating with contact center, CRM, and core enterprise systems.
• Translate business requirements into technical designs, including solution architecture diagrams, integration specs, data flows, sequence diagrams, and non-functional requirements.
• Configure and oversee the build of CXone Studio scripts, Cognigy flows, intent models, prompts, and LLM integrations, reviewing 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, identifying risks and surfacing mitigations.
• Partner with experience design and conversation design teams on persona, dialog patterns, and escalation logic.
• Coach 2–5 engineers, consultants, or analysts, reviewing designs, unblocking the team, and growing the bench.
• Contribute to proposals, RFP responses, demos, and reusable assets that strengthen our CCaaS and Agentic AI practice.
• 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.
• 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.
• Apply agentic patterns, planner/executor, tool use, retrieval-augmented generation, memory, and lightweight multi-agent collaboration to customer-service problems.
• Select and integrate foundation models from providers such as Anthropic (Claude), OpenAI, Google, and AWS Bedrock, reasoning 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.

Requirements

• 2+ years designing and delivering contact center solutions, with at least 1 year hands-on with NiCE CXone.
• 1+ 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.
• English is required for this position as this role will regularly interact with English-speaking stakeholders across Canada.

Skills

• NiCE CXone
• Cognigy
• Agentic AI
• Generative AI
• LLM integration
• Cloud architecture (AWS, Azure, GCP)
• REST APIs
• Webhooks
• JSON
• JavaScript
• Python
• Contact center KPIs
• Salesforce
• Dynamics
• ServiceNow
• Anthropic (Claude)
• OpenAI
• Azure OpenAI
• AWS Bedrock
• LLMOps

Location

• British Columbia
• Ontario
• New Brunswick

Work Type

• Full-time

Experience Level

• Mid-level
• Senior-level

Education Level

• High school diploma or GED

Salary/Compensations

• $27.16 to $51.20 per hour

Benefits

• Information on benefits is here.

About the Company

• Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
• Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Opportunity

• We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.