Cognigy/NICE Cxone Engineer

Cognizant; Frankfort (KY); A distancia; USD 100.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Descripción de la vacante

Cognizant is seeking an IVR Developer to join our conversational AI/IVR build team. You will design, build, and deploy call flow automation using the Cognigy platform, delivering self-service journeys and OTP authentication integrated with CRM data.

Work with a cross-functional team of lead developers, a conversational designer, and specialists to ensure quality, security, and data governance while supporting reporting via Data Lake integrations and enterprise APIs.

Formación

• Experience developing IVR/conversational flows (low-level, hands-on) on Cognigy or comparable platforms (Google Dialogflow, Nuance, Amazon Connect, etc.)
• Working knowledge of GraphQL and REST API integration patterns
• Experience in developing Complex self-services in IVR/IVA.
• Experience with authentication flows (OTP/MFA) in a telephony or conversational context
• Familiarity with NICE CXone and CRM data integration for real-time caller/customer context
• Understanding of microservices architecture principles
• Experience with automation testing frameworks for conversational/IVR flows
• Ability to work within enterprise governance frameworks (access management, architecture review processes)

Responsabilidades

• Build and configure IVR call flows within Cognigy, including MVP call flows, OTP (one-time passcode) authentication flows, and self-service journeys
• Translate caller journey designs and low-level application architecture into functioning conversational flows
• Implement and configure OTP/MFA within call flow logic
• Integrate call flows with CRM data systems for personalized/contextual caller experiences
• Support integration with NICE (contact center platform) in coordination with the technical consultant and designer
• Participate in automation testing of call flows to ensure quality and reliability before release
• Collaborate with lead developers on microservices-based application architecture and GraphQL/CCN implementations
• Support Data Lake integration for reporting and analytics purposes
• Work within defined Cognigy environment architecture, governance, risk, and compliance (GRC) standards, including access controls and Architecture Review Board (ARB) processes
• Contribute to out-of-the-box and custom reporting requirements as needed

Conocimientos

IVR development

Cognigy

GraphQL

REST API

OTP MFA authentication

CRM data integration

NICE CXone

Automation testing

Microservices architecture

Access governance

Herramientas

Cognigy platform

Google Dialogflow

Nuance

Amazon Connect

Descripción del empleo

NICE Cxone Engineer

Please note, this role cannot offer visa transfer or sponsorship now or in the future

Location: Remote in USA

About the Role

We are seeking an IVR Developer to join our conversational AI/IVR build team, working within the Cognigy platform to design, build, and deploy call flow automation, complex self-service capabilities, and Nice CXone/CRM/data integrations. This role is part of a cross-functional team including lead developers, a conversational designer, and Cognigy and NICE integration specialists.

Key Responsibilities

• Build and configure IVR call flows within Cognigy, including MVP call flows, OTP (one-time passcode) authentication flows, and self-service journeys

• Translate caller journey designs and low-level application architecture into functioning conversational flows

• Implement and configure OTP/MFA (multi-factor authentication) within call flow logic

• Integrate call flows with CRM data systems for personalized/contextual caller experiences

• Support integration with NICE (contact center platform) in coordination with the technical consultant and designer

• Participate in automation testing of call flows to ensure quality and reliability before release

• Collaborate with lead developers on microservices-based application architecture and GraphQL/CCN implementations

• Support Data Lake integration for reporting and analytics purposes

• Work within defined Cognigy environment architecture, governance, risk, and compliance (GRC) standards, including access controls and Architecture Review Board (ARB) processes

• Contribute to out-of-the-box and custom reporting requirements as needed

Required Qualifications

• Experience developing IVR/conversational flows (low-level, hands-on) on Cognigy or comparable platforms (Google Dialogflow, Nuance, Amazon Connect, etc.)

• Working knowledge of GraphQL and REST API integration patterns

• Experience in developing Complex self-services in IVR/IVA.

• Experience with authentication flows (OTP/MFA) in a telephony or conversational context

• Familiarity with NICE CXone and CRM data integration for real-time caller/customer context

• Understanding of microservices architecture principles

• Experience with automation testing frameworks for conversational/IVR flows

• Ability to work within enterprise governance frameworks (access management, architecture review processes)

Preferred Qualifications

• Experience with NICE contact center platform integration

• Familiarity with Data Lake and reporting pipeline integration

• Prior experience in large-scale enterprise contact center environments

• Experience collaborating with UX/conversational designers on caller journey mapping

Salary and Other Compensation

The annual salary for this position is between $ 100,000- $ 130,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Disclaimer

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.