1 day ago
Remote, United States or Overland Park, KS, USAMid Level / Senior
Responsibilities
- Analyze business requirements, conversation flows, dialog logic, and acceptance criteria.
- Design, build, test, and maintain NICE Cognigy virtual agents for digital chat, voice, and self-service use cases.
- Develop conversation flows, intents, entities, dialog logic, and live-agent handoff scenarios.
- Configure and tune NLU models using analytics, transcripts, and interaction data.
- Integrate virtual agents with CRM systems, knowledge bases, APIs, and automation services.
- Support omnichannel continuity and preserve context during escalation to live agents.
- Manage releases across Dev, QA, UAT, and Prod, including snapshots, packages, version control, release notes, rollback plans, and post-deployment monitoring.
- Troubleshoot production issues involving bot behavior, NLU accuracy, integrations, and platform performance.
- Maintain technical documentation and ensure solutions meet security, privacy, accessibility, and compliance standards.
- Collaborate with business analysts, CX designers, product owners, and stakeholders on discovery, design reviews, backlog refinement, and release planning.
- Communicate bot capabilities, limitations, and release readiness to technical and non-technical partners.
- Provide after-hours support for critical production issues and major releases.
- Identify opportunities to expand self-service and automation use cases.
Requirements
- 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 with 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 through APIs and web services.
- Experience supporting solutions in a production enterprise IT environment.
- Familiarity with chatbot development tools, NLU platforms, analytics dashboards, REST APIs, JSON payloads, Jira, Confluence, and ServiceNow.
- Experience with voice and digital virtual agents, omnichannel handoff, NLU tuning using interaction data, bot performance metrics, or regulated contact center environments is preferred.
- Exposure to LLM-based conversational enhancements, generative AI use cases, AI-assisted agent tools, and security, privacy, and compliance considerations is preferred.
- NICE Cognigy or NICE platform training and certification, and Agile, SAFe, or product delivery certifications, are preferred.
Benefits
- The role is scheduled for 40 hours per week, Monday through Friday.
- Travel is not expected or is limited to workshops, vendor sessions, or team meetings.
- Occasional after-hours support may be required for major releases or critical production issues.
- The position is eligible for hire in select U.S. locations based on business and operational considerations.
- EVERSANA states that competitive salaries and benefits are available, with benefits information provided through its careers site.
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About EVERSANA
EVERSANA INTOUCH is a healthcare advertising and commercialization agency within EVERSANA, providing strategy, creative, digital campaigns, CRM, market access, and medical communications for pharma and biotech brands. It sells agency and consulting services powered by data and AI across brand launches and lifecycle management. The company is privately held and headquartered in Overland Park, Kansas.