IVR/Conversational Engineer — Cognigy & CXone

Cognizant

Augusta (ME)

Remote

USD 100,000 - 130,000

Full time

13 days ago

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Benefits offered by this job

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

Job summary

Cognizant is seeking a NICE CXone Engineer/IVR Developer to join our AI-driven contact center initiative. You will design, build, and deploy Cognigy-based call flows with OTP/MFA and CRM/data integrations in a cross-functional team.

Responsibilities include configuring IVR flows, integrating with NICE CXone and data lakes, and ensuring quality through automated testing within GRC guidelines. Remote in USA with competitive salary and Cognizant incentive options.

Qualifications

Experience developing IVR/conversational flows on Cognigy or similar platforms.
Experience with GraphQL/REST API integration patterns.
Experience with OTP/MFA authentication in telephony/conversational context.
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.

Responsibilities

Build and configure IVR call flows within Cognigy, including MVP flows and OTP authentication.
Translate caller journeys into functioning conversational flows.
Integrate flows with CRM data systems for personalized experiences.
Collaborate on microservices-based architecture and GraphQL/CCN implementations.
Support data lake integration for reporting and analytics.
Ensure compliance with governance and ARB processes.
Participate in testing to ensure quality before release.