• Design and own intent taxonomy, utterance models, and dialog flows for voice channels using Cognigy
• Create high-quality, natural language utterances and disambiguation strategies to maximize NLU accuracy and minimize misroutes and fallbacks.
• Define conversation patterns, confirmation flows, and error handling aligned to security, compliance, and customer experience standards.
• Collaborate closely with IVR, API, and telephony engineers to ensure seamless integration between Cognigy, NICE CX, and backend services.
• Analyze NLU performance metrics, tune intent confidence thresholds, and continuously improve recognition accuracy based on real customer interactions.

Must haves:

• Experience building conversational AI / IVA / voice bot solutions
• Strong skills in intent design, utterances, and NLU optimization
• Hands-on with tools like: Cognigy (preferred) Dialogflow, Amazon-Lex, Nuance, or similar
• Experience with voice or IVR systems
• Ability to work across telephony + backend teams

• Cognigy experience
• NICE CXone, Genesys, or similar contact center platforms
• Exposure to APIs / backend integrations
• Experience in financial services

Salary and Compensation:
The hourly rate for this position is between $80 - $85 per hour. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).