Conversational AI Engineer
About The Position
The Conversational AI Engineer designs, builds, and supports intelligent virtual agents using NICE Cognigy, with a focus on digital chat and conversational experiences. The role partners with business, IT, and experience design teams to deliver scalable, reliable chatbot and virtual assistant solutions that deflect contacts, streamline customer journeys, and integrate with the broader contact center ecosystem. Cognigy experience is highly desirable for advanced NLU, dialog orchestration, and enterprise automation use cases. The position involves developing and maintaining virtual agents, conversation flows, integrations, and NLU models; supporting releases and production operations; optimizing performance using analytics and interaction data; and ensuring solutions meet security, privacy, accessibility, and compliance standards. The role is 40 hours per week, Monday through Friday, with occasional after-hours support for major releases or critical production issues. Travel is not expected, though limited travel may be needed for workshops, vendor sessions, or team meetings.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
- 3–5 years of experience developing or supporting conversational AI, chatbots, or virtual assistant solutions.
- Hands-on experience building chatbots using NICE Cognigy or comparable virtual agent platforms.
- Strong understanding of conversational design, NLU concepts, intent modeling, and dialog management.
- Experience integrating chatbots with enterprise systems using APIs and web services.
- Experience supporting solutions in a production, enterprise IT environment.
- Experience with chatbot development tools, NLU platforms, and analytics dashboards.
- Familiarity with REST APIs, JSON payloads, and system integrations.
- Experience using ticketing, backlog, and documentation tools such as Jira, Confluence, or ServiceNow.
- Ability to work 40 hours per week, Monday through Friday, and provide occasional after-hours support for major releases or critical production issues.
Nice To Haves
- Bachelor’s degree in a technical or analytical discipline.
- Advanced coursework or training in systems analysis, product management, or customer experience technologies.
- Hands-on experience with the Cognigy conversational AI platform.
- Experience supporting voice and digital virtual agents, including omnichannel handoff.
- Experience tuning NLU models using real interaction data and transcripts.
- Experience in large-scale or regulated contact center environments.
- Familiarity with AI-assisted agent tools and downstream analytics.
- NICE Cognigy certifications.
- NICE platform training or certification.
- Agile, SAFe, or product delivery certifications.
- Exposure to advanced NLU, LLM-based conversational enhancements, or generative AI use cases.
- Experience analyzing bot performance metrics and interaction outcomes.
- Familiarity with security, privacy, and compliance considerations for customer interaction data.
Responsibilities
- Analyze business requirements and understand conversation flows, including flow diagrams, dialog logic, and acceptance criteria.
- Design, build, test, and maintain NICE virtual agents, primarily for digital chat and self-service use cases.
- Develop and manage conversation flows, intents, entities, dialog logic, and live-agent handoff scenarios across voice and digital channels.
- Configure and tune NLU models to improve intent recognition, accuracy, and customer experience.
- Implement and maintain integrations between Cognigy and backend systems, including CRM systems, knowledge bases, APIs, and automation services.
- Support human handoff and omnichannel continuity, preserving context when escalating from a bot to a live agent.
- Monitor and optimize bot performance using analytics, transcripts, and interaction data to improve containment and task completion.
- Manage releases across Dev, QA, UAT, and Production using snapshots or packages, version control, release notes, and rollback plans; support UAT, go-live, and post-deployment monitoring.
- Troubleshoot and resolve production issues involving bot behavior, NLU accuracy, integrations, and platform performance.
- Maintain technical documentation for conversation designs, configurations, and integrations.
- Ensure conversational AI solutions comply with security, privacy, accessibility, and compliance standards.
- Collaborate with Business Analysts, CX designers, product owners, and stakeholders during discovery and design workshops.
- Participate in design reviews, backlog refinement, and release planning for virtual agent initiatives.
- Communicate bot capabilities, limitations, and release readiness to technical and non-technical partners.
- Follow change management, testing, and documentation standards for chatbot deployments.
- Stay current on conversational AI, NLU, generative AI, and chatbot design practices.
- Support production releases and provide after-hours support as needed for critical issues.
- Identify opportunities to expand self-service and automation use cases.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
