AI Engineer – DHS
brooksourceFranklin (TN)
About the role
Overview:
In this remote, long-term contract, you own the design, development, and production support of a enterprise voice AI platform. You will work with Cognigy. AI, NICE CXone, and backend systems to enhance and scale automated voice agents. You diagnose complex integrations, implement new capabilities, and ensure production stability. You’ll collaborate with cross-functional teams to translate business needs into scalable conversational AI solutions. This role offers the opportunity to shape customer experiences at scale in an enterprise setting.
Responsibilities:
Own the development, configuration, administration, maintenance, and production support of enterprise conversational AI and voice agent solutions Design, develop, test, and deploy conversational AI workflows, voice bot interactions, IVR scripts, prompts, and call-routing logic Enhance AI capabilities including LLM integrations, NLU, knowledge management, and context handling Build, maintain, and troubleshoot RESTful APIs, webhooks, OAuth 2.0, and integrations between conversational AI platforms and enterprise systems Write, debug, and maintain code in JavaScript/TypeScript, Python, SQL Diagnose and resolve production issues across conversations, APIs, and voice integrations Participate in knowledge transfer, review architecture, configurations, and development practices Establish and maintain technical documentation, standards, and maintenance processes Monitor performance, analyze logs, and identify improvements for reliability and customer experience Support regression testing, deployments, and rollback procedures Collaborate with technical teams, stakeholders, and partners to deliver scalable solutions Support transition of ownership from vendors to internal teams Optimize performance, call containment, and automated resolutions
Key requirements:
Hands-on experience with enterprise conversational AI agents, voice bots, or IVR Proficiency with Cognigy. AI or similar platforms Experience with NICE CXone Studio and enterprise contact center solutions Strong API design and debugging skills (REST, JSON, webhooks) including OAuth 2.0 Proficiency in JavaScript/TypeScript, Python, SQL Knowledge of Generative AI, LLMs, prompts, and NLP Experience integrating with cloud services and enterprise systems Ability to troubleshoot production issues across platforms Solid software development practices, testing, documentation, and maintenance Excellent analytical, problem-solving, and communication skills Direct experience integrating Cognigy. AI with NICE CXone (preferred) Experience with ServiceNow integrations (preferred) Familiarity with AWS or Azure (preferred) Experience with STT, TTS, voice recognition, and telephony integrations (preferred) Experience with CI/CD, version control, and release management (preferred) Analytical mindset Strong communication Independent problem-solving Cognigy. AI NICE CXone REST APIs
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