NICE CXone Integration Developer CGEMJP

Role Title: NICE CXone Integration Developer

Duration: 6 month contract

Location: Telford. Hybrid, 2-3 days per week onsite

Rate: up to £644 p/d Umbrella inside IR35

Role purpose/summary

We are looking for an experienced NICE CXone AI & Automation Developer (Cognigy) with hands-on Cognigy development experience to design, build, test and optimise AI-enabled customer and adviser experiences. The primary focus is developing conversational AI and automation solutions in Cognigy and integrating them with NICE CXone.

You will build and maintain Cognigy conversational journeys, including intents, entities, dialogue flows, prompts, knowledge grounding, API integrations and human hand-off. The role may also cover wider NICE CXone AI capabilities, including Autopilot, Copilot and adviser-assist workflows, with hands-on responsibility for testing and responsible-AI controls.

The objective is not simply to deploy AI features, but to create safe and effective automation that improves self-service, reduces avoidable effort and supports advisers during complex interactions.

Key responsibilities

Development

• Design, build and maintain Cognigy AI and automation solutions for customer and adviser experiences, integrated with NICE CXone.
• Develop solutions using Autopilot, Copilot and related CXone AI capabilities alongside Cognigy-based solutions, according to the use case.
• Build and maintain conversational AI journeys in Cognigy, including intents, entities, dialogue flows, prompts and escalation paths.
• Develop Cognigy self-service use cases with clear containment, fallback and human hand-off to advisers in CXone.
• Implement adviser-assist capabilities, including knowledge support, summarisation and next-best-action workflows.
• Implement knowledge-grounding approaches for accurate and relevant AI responses in Cognigy and wider CXone AI solutions.
• Develop robust, maintainable and reusable prompt and instruction patterns for Cognigy and wider CXone AI solutions.

Integration

• Integrate Cognigy and wider CXone AI solutions with CXone services, CRM, knowledge platforms and enterprise APIs.
• Work closely with Solution Architects, Integration Developers, Studio Developers, Conversation Designers, data specialists and test teams.

Quality and operations

• Test Cognigy flows and wider CXone AI behaviour, including conversational accuracy, failure paths, integrations and human hand-offs.
• Implement appropriate controls for privacy, security, accessibility and responsible AI.
• Monitor Cognigy and wider CXone AI performance and identify opportunities to improve containment, accuracy, customer experience and adviser effectiveness.
• Maintain Cognigy flows, configuration, technical documentation and reusable AI patterns, alongside documentation and configuration for wider CXone AI solutions.

Must-have skills & experience

• 4+ years' experience in conversational AI, automation, software engineering or comparable intelligent-automation roles.
• Hands-on Cognigy development experience, including building, testing and delivering conversational AI flows and integrating Cognigy solutions with NICE CXone.
• Strong experience with:
• Virtual agents and conversational AI
• Intent, entity and dialogue modelling
• Prompt and instruction design
• Knowledge grounding/retrieval approaches
• API and workflow integration
• Human hand-off and escalation
• AI testing and evaluation
• Monitoring and performance optimisation
• Experience integrating AI solutions with APIs, CRM, knowledge or enterprise services.
• Understanding of authentication, security and privacy requirements for AI-enabled services.
• Experience designing effective error, fallback and exception handling.
• Understanding of responsible-AI principles and operational controls.
• Strong debugging, testing and analytical skills.
• Strong technical documentation and collaboration skills.

Desirable skills & experience

• Hands-on NICE CXone Autopilot or Copilot implementation experience.
• NCAE Associate or Practitioner certification.
• NICE AI/automation implementation certification or relevant NICE training.
• NICE Interaction Analytics experience.
• NICE CXone Studio and REST integration experience.
• Retrieval-Augmented Generation (RAG) or enterprise knowledge-management experience.
• Experience with agent-assist, summarisation or next-best-action solutions.
• Experience measuring self-service containment, automation performance and customer outcomes.
• Experience developing AI solutions in regulated or security-sensitive environments.
• Experience designing accessible conversational services.

Key competencies

• Customer- and adviser-centred problem solving.
• Security, privacy and responsible-AI mindset.
• Focus on measurable outcomes rather than technology deployment alone.
• Clear technical documentation and communication.
• Effective collaboration across design, engineering, data and architecture teams.
• Ability to work effectively across multidisciplinary and multi-supplier environments.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.