NICE / Cognigy AI Engineer

We are seeking an experienced NICE / Cognigy AI Engineer to design, build, and support AI-driven conversational experiences across customer-facing and internal contact center channels. This role will be responsible for implementing scalable virtual agents using Cognigy.AI integrated with NICE CXone, ensuring secure, compliant, and high-performing automated customer journeys.

The ideal candidate brings deep hands-on experience with conversational AI platforms, strong understanding of contact center ecosystems, and a solid background supporting regulated financial services environments.

Key Responsibilities

Conversational AI Development

• Design, develop, and deploy voice and chat virtual agents using Cognigy.AI

2. Build and manage NLU intents, flows, entities, slots, and dialog logic

3. Optimize conversational experiences using analytics, customer feedback, and call data

NICE CXone Integration

• Integrate Cognigy solutions with NICE CXone components including:

• • ACD / IVR

• 2. Omnichannel routing

• 3. Agent assist capabilities

2. Configure call flows and orchestration between CXone and Cognigy virtual agents

3. Support hybrid human + AI customer journeys

Enterprise & Financial Systems Integration

• Integrate conversational AI with enterprise systems (e.g., CRM, loan servicing platforms, customer data platforms) via APIs, webhooks, and middleware

2. Support authentication, customer verification, and secure data exchange workflows

Compliance, Security & Governance

• Ensure solutions meet financial services regulatory requirements (e.g., data privacy, call recording policies, customer consent)

2. Follow secure coding practices and enterprise change management standards

3. Participate in audits, UAT validation, and compliance reviews as required

Performance Optimization & Support

• Monitor AI performance metrics including containment, deflection, and resolution rates

2. Troubleshoot production issues and support ongoing enhancements

3. Collaborate with CX, product, and business stakeholders on roadmap improvements

Required Qualifications

• 3+ years of experience with conversational AI or contact center automation

2. Hands-on experience with Cognigy.AI (required)

3. Hands-on experience with NICE CXone (ACD, IVR, or integrations)

4. Strong understanding of call flows, IVR logic, and omnichannel CX

5. Experience integrating with REST APIs, JSON, and enterprise middleware

6. Familiarity with cloud environments (AWS, Azure, or GCP)

7. Experience working in financial services, banking, lending, or regulated industries

Preferred / Nice-to-Have Skills

• Cognigy certifications or NICE CXone certifications

2. Experience with Agent Assist, speech analytics, or sentiment analysis

3. Background in loan servicing, collections, customer servicing, or payments

4. Python, JavaScript, or Node.js exposure

5. Experience working within Agile / Scrum environments

Soft Skills & Attributes

• Strong communication skills with both technical and non-technical stakeholders

2. Ability to translate business requirements into conversational designs

3. Detail-oriented with a focus on customer experience quality

4. Comfortable working in complex enterprise environments

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