Conversational AI Architect (NiCE Cognigy)

Job description

Natilik is a global technology solutions and services provider. Our mission is two-fold: growing a brand that is seen as the industry’s “Confident Guide” and building a business with a balanced purpose. We want to be a “Confident Guide”, sat between the vendors, who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer solutions, services, platforms, applications and expertise to help. We might help our clients in a simple way, such as supplying them with the ‘equipment’ they know they already need. Alternatively, they might want to partner with us and allow us to fill holes in their understanding. Or they might want us to take care of everything, helping to agree on the destination and guiding them every step of the way. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients can rely on. We also want to continue to build a business that we can all be proud of, with a focus on five stakeholders: clients, people, partners, communities and shareholders. To ensure we live up to our mission and purpose we focus on five fundamental principles that have driven our award-winning success to date, namely: Caring deeply about our people Caring deeply about our clients Developing differentiated and valuable product, service and solution offerings Driving operational success through our processes, systems and methodologies and a mindset of continual improvement Continuing to grow organically and profitably At Natilik we care about everyone as an individual, as a human being, not just as an employee and try and treat people as such. An organisation that can align the performance, goals, beliefs and values of its people to the business goals, beliefs and values of the company can achieve amazing things! We want everyone to fulfil their potential. We want people to be able to grow and develop throughout their career and enjoy a wide range of opportunities. We believe that we can always learn new things, develop and grow as individuals and as teams. We support a working environment which encourages positive change and embracing new challenges. Not only does this ensure our clients receive the best delivery and service but importantly we know this is key to our people’s satisfaction at Natilik. The Role Our Conversational AI Architect owns the overall solution design, architecture, design standards, integration strategy, security approach, platform patterns, technical governance, conversation design approach, and design sign-off. The AI Architect may also be required to undertake or support AI Engineer responsibilities where necessary. These include implementing the agreed design, testing and debugging, maintaining documentation, and escalating any issues where the design is unclear, presents risks, is incomplete, or is blocked. Why this role matters: Our Conversational AI Architect ensures the solution is not just functional, but scalable, secure, maintainable, testable, and suitable for production voice and chat use cases. This role should provide the technical and conversational design clarity that allows our Cognigy AI Engineers to deliver confidently and consistently. Key Responsibilities: Own the end-to-end Cognigy solution design across the assigned use cases. Define the architecture, design patterns, flow structure, agentic AI strategy, tool-calling approach, integration model, security controls, guardrails, multilingual approach, voice experience, xApp strategy, reporting model, and production readiness standards. Decide when to use agentic AI, deterministic flows, NLU, Knowledge AI, xApps, or human handover. Define reusable patterns for LLM Prompt nodes, tool schemas, Resolve Tool Actions, context management, API integrations, fallback handling, escalation, and error recovery. Provide technical direction to Cognigy AI Engineers, review implementation quality, unblock delivery issues, validate design decisions, and own solution sign-off. Lead stakeholder workshops, demos, design reviews, risk reviews, and technical governance. Experience in some or all of the following technologies would make you a strong fit for the role: Essential skills: At least 2–3 years’ experience designing and delivering conversational AI, voice AI, or agentic AI solutions. Strong hands-on Cognigy AI architecture and delivery experience, including Flows, Voice Gateway, Agentic AI tool calling, LLM Prompt nodes, Knowledge AI, xApps, Playbooks, Insights, environment management, and reusable solution patterns. Strong practical understanding of LLM prompting, tool design, tool orchestration, structured tool results, hallucination prevention, prompt grounding, guardrails, and when to use deterministic logic or NLU alongside agentic reasoning. Good working knowledge of conversation design principles, including intent journeys, task flows, fallback paths, repair prompts, turn-taking, escalation points, voice-friendly wording, and reducing customer friction. Strong JavaScript understanding for reviewing Code Nodes, validation logic, payload mapping, API response handling, context manipulation, logging, and custom flow behaviour. Experience designing secure REST API integrations, PII-safe handling, authentication patterns, error handling, observability, and production support models. Strong voice-agent architecture experience, including STT/TTS selection, multilingual recognition, DTMF, barge-in, end pointing, transfers, hang-up logic, silence handling, latency, and speech tuning. Ability to debug complex issues using transcripts, context, input, tool arguments, Voice Gateway logs, API responses, Insights, and Code Node logs. Desirable skills: Cognigy certification; advanced conversation design or voice UX experience, including persona design, tone-of-voice definition, dialogue repair strategy, multilingual copy design, IVR-to-voice-agent migration, containment optimisation, and usability testing. Contact-centre architecture experience Agent Copilot and Cisco Finesse integration experience SSML and advanced TTS tuning SIP/WebRTC, Twilio or similar voice connectivity CRM, case-management, or CCaaS integrations Experience defining guardrail frameworks for prompt leakage prevention, scope control, profanity filtering, hallucination prevention, and speech-safe output. Benefits Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer: 25 days annual leave (+ bank holidays) rising with tenure Quarterly Awards and Bonuses Flexible Working Policy Competitive pension scheme Access to Financial Wellness support Industry-leading home working and mobility technology Private Medical Insurance Company shares (available after One year tenure) Medicash (Cashback Scheme) Retail discounts via Medicash Access to EAP scheme for you and your household Vehicle lease salary sacrifice scheme (available after One year tenure) Cycle to Work Scheme Annual paid volunteering day Enhanced parental leave Access to funding for additional qualifications and courses Access to paid study leave Natilik Diversity & Inclusion At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture and background allows our teams to be better. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We're incredibly proud of our diversity.