• Design intent taxonomy, utterances, and dialogue flows for voice interactions
• Build and optimize NLU models to improve accuracy and reduce fallbacks
• Create conversation flows (confirmations, disambiguation, error handling)
• Work in platforms like Cognigy (or similar) to build and deploy voice experiences
• Partner with IVR, telephony, and API teams for end-to-end integration
• Analyze NLU performance metrics and continuously improve results

• 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, AWS 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

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 off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.