Senior Conversational AI Engineer (Voice AI / IVR)

Quick Facts

• Role: Senior Conversational AI Engineer (Voice AI / IVR)

• Work style: Remote

• Engagement: Long-term contract (12+ months)

• Compensation: $70–$80/hr W2

Description

Lead the development, enhancement, and ongoing maintenance of an enterprise automated voice agent platform. You will take hands-on ownership of conversational AI and voice bot solutions, troubleshoot production issues, and improve reliability, customer experience, and operational efficiency.

Responsibilities

• Own development, configuration, administration, maintenance, and production support of enterprise conversational AI and voice agent solutions

• Design, develop, test, and deploy conversational AI workflows, IVR scripts, prompts, and call-routing logic

• Enhance AI virtual agent capabilities, including LLM integrations, NLU, knowledge management, and conversation context handling

• Build, maintain, and troubleshoot RESTful APIs, webhooks, OAuth 2.0 authentication, and integrations between conversational AI platforms, contact center technologies, and enterprise systems

• Write, debug, and maintain code using JavaScript, TypeScript, Python, and SQL

• Diagnose and resolve production issues involving conversational flows, API connectivity, call routing, system performance, and voice integrations

• Participate in technical knowledge transfer and review existing architecture, configurations, integrations, and practices

• Establish and maintain technical documentation, development standards, troubleshooting procedures, and maintenance processes

• Monitor agent performance, analyze call outcomes and logs, and identify improvements to reliability and automated resolution rates

• Support regression testing, release management, deployments, and rollback procedures

• Collaborate with technical teams and stakeholders to translate requirements into scalable conversational AI solutions

• Support transition of application ownership from third-party vendors to internal teams as needed

• Optimize call containment, customer experience, and automated resolution rates

Requirements

• Strong hands-on experience developing, configuring, and supporting enterprise conversational AI agents/voice bots

• Proficiency with Cognigy.AI or a comparable conversational AI platform (flows, intent management, prompts, integrations)

• Experience developing and troubleshooting NICE CXone Studio and/or IVR/call-routing logic

• Strong experience with REST APIs, JSON integrations, webhooks, and OAuth 2.0

• Proficiency in JavaScript/TypeScript, Python, and SQL or related technologies

• Working knowledge of generative AI/LLMs, prompt engineering, natural language processing, and conversational AI orchestration

• Ability to integrate with cloud-based services and enterprise systems

• Ability to independently troubleshoot complex production issues across platforms and integrations

• Strong testing, documentation, and application maintenance practices

Benefits

• Long-term remote contract (12+ months)

• W2 compensation: $70–$80/hr