Remote IVR Automation Engineer (Cognigy + CXone)

Cognizant; Juneau (AK); Remote; USD 100,000 - 130,000; Full time

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 an IVR/ CXone engineer to design, build, and deploy call-flow automation within Cognigy, with a focus on OTP/MFA, self-service journeys, and CRM/data integrations. You will work with a cross-functional team including Cognigy and NICE integration specialists.

Ideal candidates have hands-on experience in IVR flows, GraphQL/REST integration, and enterprise governance, and can test and deploy robust call flows in a regulated enterprise environment.

Qualifications

• Experience developing IVR/conversational flows on Cognigy or comparable platforms.
• 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 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 in coordination with the technical consultant and designer.
• Participate in automation testing of call flows to ensure quality and reliability before release.
• Collaborate on microservices-based architecture and GraphQL/CCN implementations.
• Support Data Lake integration for reporting and analytics purposes.

Skills

IVR flows

Cognigy

OTP/MFA

NICE CXone integration

CRM data integration

Tools

GraphQL

REST API

Job description

Cognizant is seeking an IVR/ CXone engineer to design, build, and deploy call-flow automation within Cognigy, with a focus on OTP/MFA, self-service journeys, and CRM/data integrations. You will work with a cross-functional team including Cognigy and NICE integration specialists.

Ideal candidates have hands-on experience in IVR flows, GraphQL/REST integration, and enterprise governance, and can test and deploy robust call flows in a regulated enterprise environment.