Conversational AI Engineer

🔥 14 minutes ago

🌪️ Kansas – Remote

🌪️ Kansas – Remote

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ LLM Engineer

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EVERSANA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

EVERSANA is a comprehensive service provider focused on integrated commercial solutions for the life sciences industry. The company offers a wide range of services including advisory and management consulting, regulatory consulting, patient services, market access strategies, pricing and revenue management, medical affairs, and digital transformation. EVERSANA is known for its expertise in drug commercialization, enabling companies to effectively launch and manage pharmaceutical products. With a platform powered by data and analytics, EVERSANA addresses challenges related to drug pricing, market access, patient adherence, and product delivery, helping companies optimize their commercial strategies and enhance patient outcomes. The company emphasizes innovation and has been recognized for its use of AI and data analytics within the life sciences sector.

📋 Description

• Analyze business requirements and conversation flows, including flow diagrams, dialog logic, and acceptance criteria • Design, build, test, and maintain NICE virtual agents focused on digital chat and self-service • Develop and manage conversation flows, intents, entities, dialog logic, and live-agent handoff scenarios across voice and digital channels • Configure and tune NLU models to improve intent recognition, accuracy, and customer experience • Integrate Cognigy with CRM systems, knowledge bases, APIs, and automation services • Support human handoff and omnichannel continuity while preserving context • Monitor and optimize bot performance using analytics, transcripts, and interaction data • Manage releases across Dev, QA, UAT, and Production using snapshots/packages, version control, release notes, and rollback plans • Support UAT, go-live, and post-deployment monitoring • Troubleshoot production issues involving bot behavior, NLU accuracy, integrations, and platform performance • Maintain technical documentation for conversation designs, configurations, and integrations • Ensure conversational AI solutions comply with security, privacy, accessibility, and compliance standards • Collaborate with Business Analysts, CX designers, product owners, and stakeholders during discovery and design workshops • Participate in design reviews, backlog refinement, and release planning • Communicate bot capabilities, limitations, and release readiness to technical and non-technical partners • Follow change management, testing, and documentation standards • Stay current on conversational AI, NLU, generative AI, and chatbot design practices • Support production releases and critical after-hours issues • Identify 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 such as Jira, Confluence, or ServiceNow • NICE Cognigy experience, voice and digital virtual agent experience, NLU tuning, regulated contact center experience, AI-assisted agent tools, and NICE Cognigy/Agile/SAFe/product delivery certifications are preferred • Familiarity with security, privacy, compliance, advanced NLU, LLM-based conversational enhancements, and generative AI use cases • Occasional after-hours support may be required • Ability to work 40 hours per week, Monday–Friday

🏖️ Benefits

• Competitive salary and benefits • Reasonable accommodation for employees and applicants with disabilities • 40-hour workweek, Monday–Friday • Remote work arrangement • Limited travel as needed for workshops, vendor sessions, or team meetings

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