W-2 only-Nice/Cognigy AI Engineer || Remote role

Nice/Cognigy AI Engineer

Remote role 

W-2 only

Long Term Contract

 

Job Description

We are seeking an experienced NICE / Cognigy AI Engineer to design, build, and support AI-driven conversational experiences across customer-facing and internal contact center channels. This role will be responsible for implementing scalable virtual agents using Cognigy.AI integrated with NICE CXone, ensuring secure, compliant, and high-performing automated customer journeys.

The ideal candidate brings deep hands-on experience with conversational AI platforms, strong understanding of contact center ecosystems, and a solid background supporting regulated financial services environments.

 

Key Responsibilities

 

Conversational AI Development

• Design, develop, and deploy voice and chat virtual agents using Cognigy.AI

• Build and manage NLU intents, flows, entities, slots, and dialog logic

• Optimize conversational experiences using analytics, customer feedback, and call data

 

NICE CXone Integration

• Integrate Cognigy solutions with NICE CXone components including:

• ACD / IVR

• Omnichannel routing

• Agent assist capabilities

• Configure call flows and orchestration between CXone and Cognigy virtual agents

• Support hybrid human + AI customer journeys

 

Enterprise & Financial Systems Integration

• Integrate conversational AI with enterprise systems (e.g., CRM, loan servicing platforms, customer data platforms) via APIs, webhooks, and middleware

• Support authentication, customer verification, and secure data exchange workflows

 

Compliance, Security & Governance

• Ensure solutions meet financial services regulatory requirements (e.g., data privacy, call recording policies, customer consent)

• Follow secure coding practices and enterprise change management standards

• Participate in audits, UAT validation, and compliance reviews as required

 

Performance Optimization & Support

• Monitor AI performance metrics including containment, deflection, and resolution rates

• Troubleshoot production issues and support ongoing enhancements

• Collaborate with CX, product, and business stakeholders on roadmap improvements

 

Required Qualifications

• 3+ years of experience with conversational AI or contact center automation

• Hands-on experience with Cognigy.AI (required)

• Hands-on experience with NICE CXone (ACD, IVR, or integrations)

• Strong understanding of call flows, IVR logic, and omnichannel CX

• Experience integrating with REST APIs, JSON, and enterprise middleware

• Familiarity with cloud environments (AWS, Azure, or Google Cloud Platform)

• Experience working in financial services, banking, lending, or regulated industries