26 days ago
London, United KingdomMid Level
Responsibilities
- Own end-to-end Cognigy solution design across assigned conversational AI use cases.
- Define architecture, reusable patterns, flow structures, agentic AI strategy, tool calling, integrations, security controls, guardrails, multilingual support, voice experiences, xApps, reporting, and production-readiness standards.
- Determine when to use agentic AI, deterministic flows, NLU, Knowledge AI, xApps, or human handover.
- Define patterns for LLM Prompt nodes, tool schemas, Resolve Tool Actions, context management, API integrations, fallback handling, escalation, and error recovery.
- Provide technical direction to Cognigy AI Engineers, review implementation quality, validate design decisions, unblock delivery issues, and own solution sign-off.
- Lead stakeholder workshops, demonstrations, design reviews, risk reviews, and technical governance.
- Support implementation, testing, debugging, documentation, and escalation of unclear or risky designs when required.
Requirements
- At least 2–3 years of experience designing and delivering conversational AI, voice AI, or agentic AI solutions.
- Strong hands-on Cognigy AI architecture and delivery experience, including Flows, Voice Gateway, Agentic AI tool calling, LLM Prompt nodes, Knowledge AI, xApps, Playbooks, Insights, environment management, and reusable solution patterns.
- Practical understanding of LLM prompting, tool design, tool orchestration, structured tool results, hallucination prevention, prompt grounding, guardrails, and deterministic or NLU approaches.
- Working knowledge of conversation design, including intent journeys, task flows, fallback paths, repair prompts, turn-taking, escalation, voice-friendly wording, and customer-friction reduction.
- Strong JavaScript skills for reviewing Code Nodes, validation logic, payload mapping, API response handling, context manipulation, logging, and custom flow behavior.
- Experience designing secure API integrations, PII-safe handling, authentication patterns, error handling, observability, and production support models.
- Strong voice-agent architecture experience, including STT/TTS selection, multilingual recognition, DTMF, barge-in, end pointing, transfers, hang-up logic, silence handling, latency, and speech tuning.
- Ability to debug complex issues using transcripts, context, input, tool arguments, Voice Gateway logs, API responses, Insights, and Code Node logs.
- Cognigy certification, advanced conversation design or voice UX experience, persona and tone-of-voice design, dialogue repair, multilingual copy, IVR migration, containment optimization, or usability testing are desirable.
- Contact-center architecture, Agent Copilot, Cisco Finesse, SSML, advanced TTS tuning, SIP/WebRTC, Twilio or similar voice connectivity, CRM or case-management integrations, CCaaS integrations, and guardrail framework experience are desirable.
Benefits
- 25 days of annual leave plus bank holidays, increasing with tenure.
- Quarterly awards and bonuses.
- Flexible working policy and industry-leading home-working and mobility technology.
- Competitive pension scheme, financial wellness support, private medical insurance, Medicash cashback, retail discounts, and an employee assistance program.
- Company shares, vehicle lease salary sacrifice, and Cycle to Work Scheme, with some available after one year of tenure.
- Annual paid volunteering day and enhanced parental leave.
- Funding for additional qualifications and courses plus paid study leave.
Tech Stack
Categories
Solutions Engineering
