IVA Engineer (AI based IVR)

Irving, TX, US • Posted 8 hours ago • Updated 5 hours ago
Full Time
On-site
$80.0000 - $85.0000/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • CXOne
  • DialogFlow
  • Cognigy
  • Genesys

Summary


Position: IVA Engineer
Industry: Financial Services
Type: 6-month contract (high possibility of extension/conversion)
Location: Baltimore, MD / Irving, TX (2-days hybrid)

Day to day:





  • Design and own intent taxonomy, utterance models, and dialog flows for voice channels using Cognigy



  • Create high-quality, natural language utterances and disambiguation strategies to maximize NLU accuracy and minimize misroutes and fallbacks.



  • Define conversation patterns, confirmation flows, and error handling aligned to security, compliance, and customer experience standards.



  • Collaborate closely with IVR, API, and telephony engineers to ensure seamless integration between Cognigy, NICE CX, and backend services.



  • Analyze NLU performance metrics, tune intent confidence thresholds, and continuously improve recognition accuracy based on real customer interactions.




Must haves:




  • Experience building conversational AI / IVA / voice bot solutions



  • Strong skills in intent design, utterances, and NLU optimization



  • Hands-on with tools like: Cognigy (preferred) Dialogflow, Amazon-Lex, Nuance, or similar



  • Experience with voice or IVR systems



  • Ability to work across telephony + backend teams




Plusses:



  • Cognigy experience



  • NICE CXone, Genesys, or similar contact center platforms



  • Exposure to APIs / backend integrations



  • Experience in financial services




Salary and Compensation:

The hourly rate for this position is between $80 - $85 per hour. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).


Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91127026
  • Position Id: 29424
  • Posted 8 hours ago
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