Cognigy/NICE Cxone Engineer

What you'll do

• Build and configure IVR call flows, OTP authentication, and self-service journeys within the Cognigy platform.
• Translate caller journey designs and low-level application architecture into functioning conversational flows.
• Integrate call flows with CRM data systems to provide personalized and contextual caller experiences.
• Support integration with the NICE contact center platform in coordination with technical consultants.
• Perform automation testing on call flows to ensure quality and reliability before production release.
• Support Data Lake integration to facilitate reporting and analytics requirements.
• Adhere to enterprise governance standards, including access controls and Architecture Review Board processes.

What we're looking for

• Experience developing IVR/conversational flows on Cognigy or comparable platforms like Google Dialogflow, Nuance, or Amazon Connect.
• Working knowledge of GraphQL and REST API integration patterns.
• Experience developing complex self-services in IVR/IVA.
• Experience with authentication flows like OTP/MFA in a telephony or conversational context.
• Familiarity with NICE CXone and CRM data integration for real-time caller context.
• Understanding of microservices architecture principles.
• Experience with automation testing frameworks for conversational/IVR flows.
• Ability to work within enterprise governance frameworks including access management and architecture review processes.
• Experience with NICE contact center platform integration (preferred).
• Familiarity with Data Lake and reporting pipeline integration (preferred).
• Prior experience in large-scale enterprise contact center environments (preferred).
• Experience collaborating with UX/conversational designers on caller journey mapping (preferred).