Remote IVR Engineer: Cognigy & NICE CXone

Cognizant; Madison (WI); Remote; USD 100,000 - 130,000; Full time

Job summary

Cognizant is seeking an IVR Engineer to join our conversational AI/IVR build team, working within the Cognigy platform to design, build, and deploy call flow automation and self-service capabilities. This role requires familiarity with NICE CXone and CRM integrations, plus experience with GraphQL/REST and microservices.

Remote in the USA. The team includes lead developers and a designer; you will collaborate across integrations, testing, and governance, delivering reliable conversational flows

Qualifications

• Experience developing IVR/conversational flows 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 telephony or 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.
• 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 into functioning conversational flows.
• Implement OTP/MFA within call flow logic.
• Integrate call flows with CRM data systems for personalized experiences.
• Support integration with NICE in coordination with the technical consultant and designer.
• Participate in automation testing of call flows before release.
• Collaborate on microservices-based architecture and GraphQL implementations.
• Support Data Lake integration for reporting and analytics.
• Work within Cognigy GRC standards and ARB processes.
• Contribute to reporting requirements as needed.

Skills

IVR/conversational flows

GraphQL & REST API

Complex self-services

OTP/MFA authentication

NICE CXone & CRM integration

microservices architecture

automation testing frameworks

enterprise governance & ARB processes

Tools

Cognigy

NICE CXone

Job description

Cognizant is seeking an IVR Engineer to join our conversational AI/IVR build team, working within the Cognigy platform to design, build, and deploy call flow automation and self-service capabilities. This role requires familiarity with NICE CXone and CRM integrations, plus experience with GraphQL/REST and microservices.

Remote in the USA. The team includes lead developers and a designer; you will collaborate across integrations, testing, and governance, delivering reliable conversational flows