4 days ago
Remote, United States or Overland Park, KS, USAMid Level / Senior
Responsibilities
- Design, build, test, and maintain NICE virtual agents for digital chat and self-service use cases.
- Develop conversation flows, intents, entities, dialog logic, NLU models, and live-agent handoff scenarios.
- Integrate Cognigy virtual agents with CRM systems, knowledge bases, APIs, web services, and automation services.
- Monitor and optimize bot performance using analytics, transcripts, and interaction data.
- Troubleshoot production issues involving bot behavior, NLU accuracy, integrations, and platform performance.
- Document conversation designs, configurations, and integrations while following security, privacy, accessibility, compliance, testing, and change-management standards.
- Collaborate with business analysts, CX designers, product owners, and stakeholders during discovery, design reviews, release planning, and continuous improvement efforts.
- Support production releases and provide after-hours support for major releases or critical issues.
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 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 REST APIs, JSON payloads, chatbot development tools, NLU platforms, analytics dashboards, Jira, Confluence, or ServiceNow.
- Preferred qualifications include Cognigy experience or certification, voice and digital virtual agent experience, NLU tuning using interaction data, regulated or large-scale contact center experience, AI-assisted agent tools, advanced NLU, LLM-based conversational enhancements, generative AI, bot performance analytics, and customer-data security and compliance considerations.
- Preferred certifications include NICE Cognigy or NICE platform training and certification, plus Agile, SAFe, or product delivery certifications.
Benefits
- Full-time schedule of 40 hours per week, Monday through Friday, with occasional after-hours support for major releases or critical production issues.
- Travel is not required or is limited to workshops, vendor sessions, or team meetings.
- The role is eligible for hire in select U.S. locations based on business and operational considerations.
- EVERSANA states that it provides competitive salaries and benefits and offers reasonable workplace accommodations.
Categories
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.