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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Design, build, test, and maintain NICE virtual agents focused on digital chat and self-service
- Develop and manage conversation flows, intents, entities, dialog logic, and live-agent handoff scenarios across voice and digital channels
- Configure and tune NLU models to improve intent recognition, accuracy, and customer experience
- Implement and maintain integrations between Cognigy and CRM systems, knowledge bases, APIs, and automation services
- Support human handoff and omnichannel continuity while preserving context
- Monitor and optimize bot performance using analytics, transcripts, and interaction data
- Troubleshoot and resolve production issues involving bot behavior, NLU accuracy, integrations, and platform performance
- Maintain technical documentation for conversation designs, configurations, and integrations
- Collaborate with Business Analysts, CX designers, product owners, and stakeholders in discovery and design workshops
- Participate in design reviews, backlog refinement, and release planning
- Communicate bot capabilities, limitations, and release readiness to technical and non-technical partners
- Follow change management, testing, and documentation standards for chatbot deployments
- Support production releases and critical after-hours issues
- Identify opportunities to expand self-service and automation use cases
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience
- 3–5 years of experience developing or supporting conversational AI, chatbots, or virtual assistant solutions
- Hands-on experience building chatbots using NICE Cognigy or comparable virtual agent platforms
- Strong understanding of conversational design, NLU concepts, intent modeling, and dialog management
- Experience integrating chatbots with enterprise systems using APIs and web services
- Experience supporting solutions in a production, enterprise IT environment
- Experience with chatbot development tools, NLU platforms, and analytics dashboards
- Familiarity with REST APIs, JSON payloads, and system integrations
- Experience using ticketing, backlog, and documentation tools such as Jira, Confluence, or ServiceNow
- Occasional after-hours support may be required for major releases or critical production issues
- Must comply with security, privacy, accessibility, and compliance standards
Benefits
Comp & perks- Remote work options
- Competitive salaries and benefits
- Reasonable accommodation for employees and applicants with disabilities
- 40-hour work week, Monday–Friday
- Limited travel as needed for workshops, vendor sessions, or team meetings