14 hours ago
Dearborn, MI, USAMid Level
Base Salary
$100k - $130k/yr
Responsibilities
- Build and configure Cognigy IVR call flows, including MVP flows, OTP authentication, and complex self-service journeys.
- Translate caller journey designs and application architecture into functioning conversational flows.
- Implement OTP and MFA within telephony or conversational call-flow logic.
- Integrate call flows with CRM data systems for personalized and contextual caller experiences.
- Support NICE CXone contact-center integrations in collaboration with technical consultants and designers.
- Participate in automation testing of conversational and IVR flows before release.
- Collaborate on microservices architecture and GraphQL/CCN implementations.
- Support Data Lake integration, reporting pipelines, and custom reporting requirements.
- Follow enterprise governance, access-control, risk, compliance, and Architecture Review Board processes.
Requirements
- Hands-on experience developing IVR or conversational flows with Cognigy or comparable platforms such as Google Dialogflow, Nuance, or Amazon Connect.
- Working knowledge of GraphQL and REST API integration patterns.
- Experience developing complex IVR/IVA self-service capabilities.
- Experience implementing OTP/MFA authentication flows in telephony or conversational contexts.
- 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 or IVR flows.
- Ability to work within enterprise governance and architecture-review frameworks.
- Preferred qualifications include NICE contact-center integration experience, Data Lake and reporting-pipeline familiarity, large-scale enterprise contact-center experience, and collaboration with UX or conversational designers.
Benefits
- Remote work within the USA.
- Annual salary of $100,000–$130,000 depending on experience and qualifications.
- Eligibility for Cognizant’s discretionary annual incentive program.
- Medical, dental, vision, and life insurance.
- Paid holidays and paid time off.
- 401(k) plan and contributions.
- Long-term and short-term disability coverage.
- Paid parental leave.
- Employee Stock Purchase Plan.
Tech Stack
GraphQL
Categories
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.