Remote IVR Engineer — Cognigy & NICE CXone

Cognizant; Honolulu (HI); Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

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 the Cognigy platform. You will work with cross-functional teams to deliver self-service journeys, OTP authentication, and real-time CRM data integration.

The role emphasizes hands-on IVR flow development, integration with data sources, and adherence to enterprise governance and ARB processes. Remote-US applicants are welcome with visa restrictions noted.

Qualifications

• Experience developing IVR/conversational flows (low-level, hands-on) on Cognigy or comparable platforms.
• Familiarity with 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/contextual data.

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 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 architecture and GraphQL/CCN implementations.
• Support Data Lake integration for reporting and analytics purposes.
• Work within Cognigy environment architecture, governance, risk, and compliance standards including ARB processes.
• Contribute to out-of-the-box and custom reporting requirements as needed.

Skills

IVR flows

Cognigy

GraphQL

REST API

OTP/MFA

NICE CXone

CRM data integration

Automation testing

Microservices

Governance & ARB

Tools

Cognigy

GraphQL

REST API

NICE CXone

CRM integration

Job description

Cognizant is seeking an IVR/ CXone Engineer to design, build, and deploy call flow automation within the Cognigy platform. You will work with cross-functional teams to deliver self-service journeys, OTP authentication, and real-time CRM data integration.

The role emphasizes hands-on IVR flow development, integration with data sources, and adherence to enterprise governance and ARB processes. Remote-US applicants are welcome with visa restrictions noted.