Conversational AI Engineer

About the role

EVERSANA is a global company dedicated to creating next-generation commercialization services for the life sciences industry. We are committed to improving patient lives worldwide and are seeking a Conversational AI Engineer to join our team.

Responsibilities

• Design, build, test, and maintain NICE virtual agents, focusing on digital chat and self-service use cases.
• Develop and manage conversation flows, intents, entities, dialog logic, and handoff scenarios 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.
• 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.
• 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.
• Contribute to continuous improvement by identifying opportunities to expand self-service and automation use cases.

Qualifications

• 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.
• A 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.