Conversational AI Engineer

THE 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 assignedIt 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 issuesThe 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.