Conversational AI Engineer

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

📋 Description

• Evaluate business requirements and conversation flows, which include flow diagrams, dialog logic, and acceptance criteria.

• Create, construct, test, and sustain NICE virtual agents centered on digital chat and self-service solutions.

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

• Configure and enhance NLU models to boost intent recognition, accuracy, and overall customer experience.

• Integrate Cognigy with CRM systems, knowledge bases, APIs, and automation services.

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

• Monitor and enhance bot performance by utilizing analytics, transcripts, and interaction data.

• Manage releases through Dev, QA, UAT, and Production utilizing snapshots/packages, version control, release notes, and rollback strategies.

• Provide support for UAT, go-live, and post-deployment monitoring activities.

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

• Maintain technical documentation for conversation designs, configurations, and integrations.

• Ensure that conversational AI solutions adhere to security, privacy, accessibility, and compliance standards.

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

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

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

• Adhere to change management, testing, and documentation protocols.

• Stay updated on conversational AI, NLU, generative AI, and chatbot design methodologies.

• Assist with production releases and critical issues that may arise after hours.

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

⛳️ Requirements

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

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

• Hands-on experience in building chatbots using NICE Cognigy or similar virtual agent platforms.

• Strong comprehension 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 using ticketing, backlog, and documentation tools such as Jira, Confluence, or ServiceNow.

• Preferred qualifications include NICE Cognigy experience, voice and digital virtual agent expertise, NLU tuning, regulated contact center experience, AI-assisted agent tools, and NICE Cognigy/Agile/SAFe/product delivery certifications.

• Familiarity with security, privacy, compliance, advanced NLU, LLM-based conversational enhancements, and generative AI use cases is a plus.

• Occasional after-hours support may be required.

• Capacity to work 40 hours per week, Monday–Friday.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Reasonable accommodations for employees and applicants with disabilities.

• Standard 40-hour workweek, Monday–Friday.

• Option for remote work arrangements.

• Limited travel may be necessary for workshops, vendor sessions, or team meetings.