Cognigy Agentic AI Engineer

NiCE Cognigy Agentic AI Engineer (Conversational AI)

London, hybrid (1 to 2 days a week in the office) | Permanent | Salary open, depending on experience

I'm hiring for a NiCE partner that's been around for over 20 years and is growing steadily on the back of a good pipeline. They've built a dedicated CX team, and they now need a hands-on Cognigy engineer to build the conversational and agentic AI their customers are asking for.

This is a hands-on build role. You'll be the one in the platform, configuring, testing and looking after live solutions, working closely with a Cognigy AI Architect. When you spot a gap in the design, a security concern or something the platform won't do, you work with them to solve the customers problem. The team reports to the Head of CX.

What you'd be doing

• Building Cognigy flows and voice journeys, including routing and fallback logic, so customers don't get stuck in a loop
• Setting up agentic AI and LLM tool calling, and deciding when the LLM should call a tool, when it should ask a clarifying question, and when plain deterministic flow logic is the safer bet
• Working on Voice Gateway, integrations, multilingual chat and voice, NLU, Knowledge AI and xApps
• Testing and debugging, then writing it up properly with reporting, documentation and support through UAT
• Seeing customers around the UK when a project needs you on site

Outside the London office days and client visits, you can work from home.

What you'll need

• Real delivery experience on Cognigy.AI, ideally across several projects that went live. That means Flows, Nodes, Playbooks, LLM Prompt nodes, tool calling with tool schemas and Resolve Tool Actions, context and input handling, reusable flow patterns and Code Nodes. Cognigy's only been used at scale for a few years, so I'm not expecting a long track record, but I do need more than one build.
• Solid JavaScript, since a lot of this lives in Code Nodes: payload mapping, validation, handling API responses, manipulating context, error handling and logging
• A practical grasp of prompting and tool design, covering system prompts, tool instructions, argument schemas, handling tool results safely, grounding, keeping hallucinations out, and prompting across languages
• Experience with Voice Gateway, xApps, REST APIs and Knowledge AI or FAQ grounding, plus Cognigy Insights
• The patience to debug from transcripts, context, tool arguments, Voice Gateway logs, API responses and Code Node logs until you find what actually went wrong
• A background at NiCE, a NiCE partner, or a contact centre running CXone where you built the Cognigy agents yourself

Also useful

Cognigy certification. Agent Copilot or Cisco Finesse integration. SSML and TTS tuning. Front-end work on xApps. Guardrails, including prompt leakage prevention, profanity filtering, scope control and speech-safe output. SIP, WebRTC, Twilio or similar voice connectivity. CRM or case-management integrations.

What's on offer

25 days' holiday plus bank holidays, rising with service. A bonus scheme, a company pension, private medical cover, and a share scheme once you've been there a while. Also enhanced parental leave, a paid volunteering day, and funding plus study leave for qualifications.

A note on job titles

You might have been searching for this as Agentic AI Engineer, Agentic AI Developer, Conversational AI Engineer, AI Engineer, Cognigy Developer or NiCE Cognigy Engineer. The titles vary between companies, but if you've been building Cognigy agents, this is the role you're looking for.

Timing and how to apply

The client wants someone hired before the end of 2026, so things will move quickly.

Apply through Ellison Coast. I'll have a confidential call with you first to talk through the company, the team and the package. Nothing gets sent to the client until you've said yes.

Ellison Coast is a specialist recruiter for CCaaS, CX and AI roles.