Conversational AI Engineer
EVERSANA
Summary
The Conversational AI Engineer is responsible for designing, building, and supporting intelligent virtual agents using NICE Cognigy, with a focus on digital chat and conversational experiences. This role partners with business, IT, and experience design teams to create scalable, reliable chatbot and virtual assistant solutions that deflect contacts, streamline customer journeys, and integrate seamlessly with the broader contact center ecosystem.
Job description
The Position
The Conversational AI Engineer is responsible for designing, building, and supporting intelligent virtual agents using NICE Cognigy, with a focus on digital chat and conversational experiences. This role partners with business, IT, and experience design teams to create scalable, reliable chatbot and virtual assistant solutions that deflect contacts, streamline customer journeys, and integrate seamlessly with the broader contact center ecosystem.
Essential Duties and Responsibilities
- Analyze business requirements and understand conversation flows, including flow diagrams, dialog logic, and acceptance criteria.
- Design, build, test, and maintain NICE virtual agents, with a primary focus on digital chat and self-service use cases.
- Develop and manage conversation flows, intents, entities, dialog logic, and handoff scenarios to live agents across voice and digital channels.
- Configure and tune natural language understanding (NLU) models to improve intent recognition, accuracy, and customer experience.
- Implement and maintain integrations between Cognigy and backend systems, including CRM, knowledge bases, APIs, and automation services.
- Support human handoff and omnichannel continuity, ensuring context is preserved when escalating from bot to live agent.
- Monitor and optimize bot performance using analytics, transcripts, and interaction data to improve containment and task completion.
- Manage releases across Dev/QA/UAT/Prod using snapshots/packages, version control, release notes, and rollback plans; support UAT, go-live, and post-deployment monitoring.
- Troubleshoot and resolve production issues related to bot behavior, NLU accuracy, integrations, and platform performance.
- Maintain detailed technical documentation for conversation designs, configurations, and integrations.
- Ensure all conversational AI solutions comply with security, privacy, accessibility, and compliance standards.
Expectations of the Job
- Collaborate closely with Business Analysts, CX designers, product owners, and stakeholders during discovery and design workshops.
- Participate in design reviews, backlog refinement, and release planning for virtual agent initiatives.
- Communicate clearly with technical and non-technical partners regarding bot capabilities, limitations, and release readiness.
- Follow established change management, testing, and documentation standards for all chatbot deployments.
- Stay current on advancements in conversational AI, NLU, generative AI, and chatbot design best practices.
- Support production releases and provide after-hours support as needed for critical issues.
- Contribute to continuous improvement by identifying 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 using 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 using APIs and web services
- Experience supporting solutions in a production, enterprise IT environment
- Experience with chatbot development tools, NLU platforms, and analytics dashboards
- Familiarity with REST APIs, JSON payloads, and system integrations
- Experience using ticketing, backlog, and documentation tools (e.g., Jira, Confluence, ServiceNow)
Benefits
- Competitive salaries
- Benefits package
Company overview
EVERSANA is a leading independent provider of global services to the life sciences industry, founded in 2014 and headquartered in Milwaukee, Wisconsin. The company specializes in comprehensive commercialization solutions that span the entire product lifecycle, from clinical development through market launch and beyond. EVERSANA's integrated services include regulatory consulting, market access strategies, global pricing, patient analytics, revenue management, and distribution logistics. The company serves over 650 organizations worldwide, including innovative startups and established pharmaceutical companies, supporting more than 160 brands across 80+ countries. With its EVERSANA COMPLETE Commercialization model, the company provides end-to-end outsourcing solutions that help life sciences companies navigate complex global markets, optimize therapy launches, and deliver sustainable value to patients, prescribers, and payers. EVERSANA operates as an extension of client teams, offering expertise in therapeutic areas including oncology, cardiology, neurology, rare diseases, and women's health.