Conversational AI Engineer

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Create, develop, test, and sustain NICE virtual agents that emphasize digital chat and self-service.

• Design and oversee conversation flows, intents, entities, dialog logic, and scenarios for live-agent handoff across both voice and digital platforms.

• Configure and fine-tune NLU models to enhance intent recognition, accuracy, and overall customer experience.

• Establish and maintain integrations between Cognigy and CRM systems, knowledge bases, APIs, and automation services.

• Facilitate human handoff and ensure omnichannel continuity while maintaining context.

• Monitor and enhance bot performance through the use of analytics, transcripts, and interaction data.

• Diagnose and resolve production issues related to bot behavior, NLU accuracy, integrations, and platform performance.

• Keep technical documentation updated for conversation designs, configurations, and integrations.

• Collaborate with Business Analysts, CX designers, product owners, and stakeholders during discovery and design workshops.

• Engage in design reviews, backlog refinement, and release planning activities.

• Convey bot capabilities, limitations, and readiness for release to both technical and non-technical partners.

• Adhere to change management, testing, and documentation standards for chatbot deployments.

• Assist with production releases and address critical issues after hours when necessary.

• Discover opportunities to broaden self-service and automation use cases.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent practical experience.

• 3–5 years of experience in developing or supporting conversational AI, chatbots, or virtual assistant solutions.

• Practical experience in creating chatbots using NICE Cognigy or similar virtual agent platforms.

• Strong grasp of conversational design, NLU concepts, intent modeling, and dialog management.

• Experience in integrating chatbots with enterprise systems via APIs and web services.

• Background in supporting solutions within a production, enterprise IT environment.

• Familiarity with chatbot development tools, NLU platforms, and analytics dashboards.

• Knowledge of REST APIs, JSON payloads, and system integrations.

• Experience with ticketing, backlog, and documentation tools such as Jira, Confluence, or ServiceNow.

• Occasional after-hours support may be necessary for major releases or critical production issues.

• Compliance with security, privacy, accessibility, and regulatory standards is essential.

🏝️ Benefits

• Options for remote work.

• Competitive salary and benefits packages.

• Reasonable accommodations for employees and applicants with disabilities.

• Standard 40-hour work week, Monday through Friday.

• Limited travel required for workshops, vendor sessions, or team meetings.