Senior AI Conversation Designer

In this role you design and deliver AI-powered conversational experiences on the NICE CXone Cognigy platform. You lead complex enterprise deployments, blending technical implementation with UX-focused design to create engaging chatbots, voicebots, and multimodal assistants. You work cross-functionally to ensure scalable, high-performing solutions and help customers achieve measurable outcomes. You will shape product direction through hands-on delivery, enablement, and documentation, acting as a trusted advisor for clients.

• Flexible work model
• Hybrid office/remote balance
• Global career opportunities
• Collaborative and fast-paced environment
• Opportunity to work with AI-first CX platform
• Competitive growth and innovation culture

• Lead end-to-end AI solution implementations from pilot to production for enterprise customers
• Configure CXone AI components including NLU, IVR/ACD, ASR, digital channels and knowledge features
• Develop AI applications with emphasis on code quality and system stability
• Integrate CXone with CRMs, APIs, and customer ecosystems for cohesive architectures
• Support testing, UAT, go-live readiness and post-deployment optimization
• Troubleshoot complex issues with strong architectural judgment and performance focus
• Collaborate across teams to align deliverables with customer requirements and influence product direction
• Provide technical training and workshops to customers and partners to build self-sufficiency
• Create high-impact documentation clarifying technical concepts and facilitating issue resolution
• Prepare functional demos to showcase value and aid decision-making
• Design intuitive AI applications with user-centric interaction models
• Define intents, journeys, and decision paths for optimal user flows
• Create detailed dialog flows and scripts for virtual assistants
• Lead conversational design workshops to capture user needs and align stakeholders
• Develop AI personas and multimodal interaction patterns
• Advise clients on conversational UX best practices and usability standards
• Collaborate with project managers on solution design and delivery
• Manage lifecycle development, change control, and risk mitigation
• Deliver enablement for partners and customers
• Mentor colleagues in AI configuration and conversational design
• Produce reusable documentation, templates, and guidelines
• Advocate for AI and design tooling

• Bachelor’s degree in a technical or business field or equivalent work experience
• 5+ years of professional experience with at least 1 year in digital channels, AI, or bot-driven applications
• Experience configuring AI and contact center technologies including NLU/NLP/LLM and Agentic-powered solutions
• Experience with large enterprise deployments and complex integrations
• Proficiency with CRM integrations and APIs
• Knowledge of generative AI models, NLU techniques, and digital customer engagement trends
• Familiarity with API testing and tools such as Postman and Swagger
• Ability to diagram workflows using Lucidchart or Visio
• Experience creating use cases, test plans, and UAT guidance
• Strong customer relationship management and escalation handling

• Analytical and curious
• Creative problem-solver
• Customer-centric with empathy
• Configuring AI and contact center technologies (NLU/NLP/LLM)
• Enterprise-scale integrations and deployments
• CRM integrations and APIs