Cognigy SME

Job#: 3030077

Job Description:
Cognigy SME

Location: Baltimore, Maryland (Remote)

Employment Type: Contract

Role Overview

We are seeking a senior-level Cognigy Subject Matter Expert for a contract position. This role is central to a large, enterprise-wide telephony initiative with firm deadlines. The successful candidate will be responsible for the GenAI component of the NICE platform, using Cognigy for conversational AI to route customer inquiries to self-service options or to live agents. This position requires a professional with recent, hands-on experience in designing and implementing conversational AI solutions.

Key Responsibilities

• Design and own the intent taxonomy, utterance models, and dialog flows for voice channels using Cognigy.
• Develop high-quality, natural language utterances and disambiguation strategies to maximize NLU accuracy.
• Define conversation patterns, confirmation flows, and error handling in alignment with security and compliance standards.
• Collaborate 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.

Required Qualifications

Experience: A minimum of two years of recent, hands-on experience working directly with the Cognigy platform. Candidates should be at a senior engineer level, capable of managing staff augmentation responsibilities within a conversational AI context.

Technical Skills: Deep expertise in Cognigy is mandatory. Experience with the NICE platform and its components is also required. Familiarity with telephony systems and GenAI applications for conversational AI is necessary.

Compensation & Benefits

The pay rate for this position is $90.00 per hour. Benefit options may be available.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.