IVR Automation Engineer: Cognigy + CXone (Remote)

Cognizant; Salem (OR); Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan

Disability Insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an IVR Developer to join our conversational AI/IVR build team, focusing on Cognigy-based call flows, OTP authentication, and real-time CRM/NICE CXone integrations.

You will collaborate with lead developers and a designer to deliver reliable self-service journeys, test flows, and contribute to data lake reporting. This role is remote in the USA and requires strong integration skills and governance adherence.

Qualifications

• Experience developing IVR/conversational flows on Cognigy or comparable platforms (e.g., Google Dialogflow, Nuance, Amazon Connect)
• 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 telephony or conversational contexts
• Familiarity with NICE CXone and CRM data integration for real-time context
• Understanding of microservices architecture principles
• Experience with automation testing frameworks for conversational/IVR flows
• Ability to work within enterprise governance frameworks (access management, ARB processes)

Responsibilities

• Build and configure IVR call flows within Cognigy, including MVP call flows, OTP 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 CXone 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 Cognigy environment governance, risk, and compliance standards
• Contribute to out-of-the-box and custom reporting requirements as needed

Skills

IVR/Conversational flows

Cognigy platform

GraphQL/REST API

OTP/MFA authentication

NICE CXone integration

CRM data integration

Microservices architecture

Automation testing

Job description

Cognizant is seeking an IVR Developer to join our conversational AI/IVR build team, focusing on Cognigy-based call flows, OTP authentication, and real-time CRM/NICE CXone integrations.

You will collaborate with lead developers and a designer to deliver reliable self-service journeys, test flows, and contribute to data lake reporting. This role is remote in the USA and requires strong integration skills and governance adherence.