Remote Cognigy & NICE CXone IVR Engineer

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

Benefits offered by this job

Health Insurance

Paid Holidays

401(k) Plan

Disability Insurance

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an IVR/ CXone engineer to design, build, and deploy call flow automation within the Cognigy platform and integrate with NICE CXone, CRM data, and data lakes. You will work with cross-functional teams to implement OTP/MFA security and deliver robust self-service journeys.

The role emphasizes hands-on development on Cognigy, GraphQL/REST integrations, and adherence to enterprise governance and ARB processes in a remote-USA setting.

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)

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 (multi-factor authentication) 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 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

Skills

Cognigy

GraphQL

REST API

OTP MFA

NICE CXone

CRM integration

Microservices

Automation testing

Data Lake

Tools

Cognigy

Dialogflow

Nuance

Amazon Connect

Job description

Cognizant is seeking an IVR/ CXone engineer to design, build, and deploy call flow automation within the Cognigy platform and integrate with NICE CXone, CRM data, and data lakes. You will work with cross-functional teams to implement OTP/MFA security and deliver robust self-service journeys.

The role emphasizes hands-on development on Cognigy, GraphQL/REST integrations, and adherence to enterprise governance and ARB processes in a remote-USA setting.