Posted 1 day ago
Job id: a1Wcv000000FcBREA0
Cognigy CX
Houston, Texas
Digital Products & Solutions
Contract
Medasource
-$100/hr
-k
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Job Description:
Cognigy Lead / Technical Lead (CX & Conversational AI)
Remote Role
This is a Remote role.
ABOUT THE ROLE
Our client is seeking a Cognigy Lead / Technical Lead (CX & Conversational AI) to take ownership of the ongoing implementation of the Cognigy conversational AI platform, which serves as the first point of contact for inbound calls in a healthcare environment. This highly visible role requires both deep technical expertise in Cognigy and a strong understanding of customer experience, particularly within healthcare. You will step in mid-stream to technically lead and support the implementation, working closely with internal teams and Cognigy third-party partners. The ideal candidate will have recent hands-on Cognigy implementation experience, the ability to mentor and upskill internal resources, and excellent communication skills to bridge technical and non-technical stakeholders. Your leadership will ensure the platform is built, configured, optimized, and stabilized to align with patient experience goals and operational workflows.
WHAT YOU'LL DO
- Serve as the technical lead for the Cognigy implementation, supporting ongoing build, configuration, optimization, and stabilization of the platform
- Act as a subject-matter expert on Cognigy CX design, orchestration, and integrations
- Partner with business, IT, and vendor teams to ensure the solution aligns with patient experience goals and operational workflows
- Identify and proactively address platform limitations, risks, and common “gotchas” associated with Cognigy implementations
- Support conversational design best practices, including intent modeling and call routing logic
- Troubleshoot complex technical issues and provide hands-on resolution support
- Review existing configurations and recommend improvements based on prior implementation experience
- Enable long-term success by training internal teams (“train the trainer”) and transferring knowledge
- Provide technical guidance on scalability, performance, and future enhancements
- Collaborate with both internal teams and third-party Cognigy resources to ensure seamless integration and knowledge sharing
WHAT YOU BRING
- Hands-on Cognigy (NiCE Cognigy) experience, specifically within customer experience or contact center use cases
- Led or contributed to a Cognigy implementation within the last 12 months
- Strong understanding of conversational AI, IVR modernization, and call routing strategies
- Demonstrated ability to lead technically, not just configure
- Deep familiarity with Cognigy’s capabilities, limitations, and common implementation challenges
- Experience collaborating with both internal teams and third-party Cognigy resources
- Ability to train and mentor technical and functional team members, enabling knowledge transfer and upskilling
- Excellent communication skills with the ability to translate technical concepts to non-technical stakeholders
- Experience supporting conversational design best practices and intent modeling
- Proven ability to provide technical guidance on scalability, performance, and future enhancements
Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.
EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Eight Eleven Group offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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Your need for talent is our reason for being. This driving mission has been at our core from the onset. When we started in 2000 at 811 Broad Ripple Avenue, we were a team of forward-thinking entrepreneurs determined to find a better way to connect the best and brightest talent with companies looking for future leaders. We still believe in this philosophy. Throughout the years, our passion, credibility, and grit have been the foundation and prowess of what is now Eight Eleven. Though our focus areas have continued to mindfully evolve, our unyielding commitment to relationships and our customers’ needs remain consistent and firmly rooted in our core values.