Conversational AI Engineer at EVERSANAEVERSANA

Workplace: Remote

Skills: AccessibilityTHE 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:Analyze business requirements and understand conversation flows, including flow diagrams, dialog logic, and acceptance criteria. 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. Manage releases across Dev/QA/UAT/Prod using snapshots/packages, version control, release notes, and rollback plans; support UAT, go-live, and post-deployment monitoring Troubleshoot and resolve production issues related to bot behavior, NLU accuracy, integrations, and platform performanc…Sign in to see the original postingBrowse more developer jobs on RoleBurst