Job DescriptionTHE POSITION: The Conversational AI Engineer is responsible for designing, building, and supporting intelligent virtual agents using NICE Cognigy, with a focus on digital chat and conversational experiences. This role partners with business, IT, and experience design teams to create scalable, reliable chatbot and virtual assistant solutions that deflect contacts, streamline customer journeys, and integrate seamlessly with the broader contact center ecosystem. Experience with the Cognigy conversational AI platform is highly desirable to support advanced NLU, dialog orchestration, and enterprise-grade automation use cases.
ESSENTIAL DUTIES AND RESPONSIBILITIES:Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- Design, build, test, and maintain NICE virtual agents, with a primary focus on digital chat and self-service use cases.
- Develop and manage conversation flows, intents, entities, dialog logic, and handoff scenarios to live agents across voice and digital channels.
- Configure and tune natural language understanding (NLU) models to improve intent recognition, accuracy, and customer experience.
- Implement and maintain integrations between Cognigy and backend systems, including CRM, knowledge bases, APIs, and automation services.
- Support human handoff and omnichannel continuity, ensuring context is preserved when escalating from bot to live agent.
- Monitor and optimize bot performance using analytics, transcripts, and interaction data to improve containment and task completion.
- Troubleshoot and resolve production issues related to bot behavior, NLU accuracy, integrations, and platform performance.
- Maintain detailed technical documentation for conversation designs, configurations, and integrations.
- Ensure all conversational AI solutions comply with security, privacy, accessibility, and compliance standards.
- All other duties as assigned
It is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
EXPECTATIONS OF THE JOB:- Collaborate closely 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 clearly with technical and non-technical partners regarding bot capabilities, limitations, and release readiness.
- Follow established change management, testing, and documentation standards for all chatbot deployments.
- Stay current on advancements in conversational AI, NLU, generative AI, and chatbot design best practices.
- Support production releases and provide after-hours support as needed for critical issues.
- Contribute to continuous improvement by identifying opportunities to expand self-service and automation use cases.
Travel: N/A (or limited travel as needed for workshops, vendor sessions, or team meetings)
Hours: 40 hours per week, Monday-Friday; occasional after-hours support may be required for major releases or critical production issues
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
QualificationsMINIMUM KNOWLEDGE, SKILLS AND ABILITIES:The requirements below are representative of the experience, education, knowledge, skills, and abilities required to perform this job effectively.
Education- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
Experience and/or Training- 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.
Technology / Equipment- 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 (e.g., Jira, Confluence, ServiceNow).
PREFERRED QUALIFICATIONS:The qualifications below are preferred and may be used to distinguish top candidates.
Education- Bachelor's degree in a technical or analytical discipline.
- Advanced coursework or training in systems analysis, product management, or customer experience technologies.
Experience and/or Training- 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..
Licenses/Certificates preferred:- NICE Cognigy certifications.
- NiCE platform training or certification.
- Agile, SAFe, or product delivery certifications.
Technology / Equipment- 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.
PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.
Additional Information 
