Remote Cognigy IVR & NICE CXone Engineer

Cognizant; Lansing (MI); Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan

Disability coverage

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an IVR/ CXone Engineer to design, build, and deploy Cognigy-based call flows with OTP authentication and CRM integrations. You will work with a cross-functional team including developers, a designer, and integration specialists.

You will implement OTP/MFA, integrate with CRM and NICE CXone, and participate in testing and governance while aligning with enterprise standards and ARB processes.

Qualifications

• Experience developing IVR/conversational flows on Cognigy or similar platforms.
• Knowledge of GraphQL and REST API integration patterns.
• Experience building self-services in IVR/IVA.
• Experience with authentication flows (OTP/MFA) in telephony/conversational contexts.
• Familiarity with NICE CXone and CRM data integration for real-time context.
• Understanding microservices architecture principles.
• Experience with automation testing frameworks for IVR/conversational flows.
• Ability to operate within enterprise governance and ARB processes.

Responsibilities

• Build and configure IVR call flows within Cognigy, including MVP flows and OTP authentication.
• Translate caller journeys into functioning conversational flows.
• Implement OTP/MFA within call flow logic.
• Integrate flows with CRM data systems for contextual experiences.
• Support integration with NICE CXone with the technical consultant/designer.
• Participate in automation testing of call flows before release.
• Collaborate on microservices-based architecture and GraphQL/CCN implementations.
• Support Data Lake integration for reporting/analytics.
• Adhere to Cognigy governance, RBAC, and ARB processes.
• Contribute to reporting requirements as needed.

Skills

IVR/conversational flow dev

API integration patterns

OTP/MFA auth flows

CRM data integration

NICE CXone experience

GraphQL/REST familiarity

Microservices concepts

Automation testing for IVR

Enterprise governance

Tools

Cognigy

GraphQL

REST API

NICE CXone

CRM integration

Job description

Cognizant is seeking an IVR/ CXone Engineer to design, build, and deploy Cognigy-based call flows with OTP authentication and CRM integrations. You will work with a cross-functional team including developers, a designer, and integration specialists.

You will implement OTP/MFA, integrate with CRM and NICE CXone, and participate in testing and governance while aligning with enterprise standards and ARB processes.