Conversational AI Engineer

About the role

IST Networks' Professional Services team builds the conversational AI experiences that sit on top of enterprise CX platforms. As a Conversational AI Engineer, you will own end-to-end delivery of voicebots and chatbots across platforms including Kore.ai, Genesys Cloud, Sprinklr, and Cognigy - engaging directly with clients to understand automation needs and building solutions that drive measurable business value.

What you will do

• Meet with clients and stakeholders to identify operational pain points and automation opportunities, and translate them into structured technical specifications
• Design and build end-to-end conversational flows for voicebots and chatbots across Kore.ai, Genesys Cloud, Sprinklr, and Cognigy
• Own the full delivery lifecycle - requirements, architecture, build, testing, deployment, and handover
• Develop context-aware, multi-turn conversations with proper fallback and escalation handling
• Integrate conversational solutions with backend systems, CRMs, and enterprise APIs
• Configure and train NLP/NLU models - intent classification, entity extraction, and dialogue management
• Apply prompt engineering to optimise LLM-powered conversation flows, including MCP integrations and agentic tool-use patterns
• Provide technical support for live deployments, monitor bot performance, and analyse conversation logs to drive improvement
• Maintain client communication throughout delivery and contribute to internal documentation and reusable delivery assets

Requirements

What we are looking for

• 1-3 years of hands-on experience building chatbots and/or voicebots
• Practical experience with at least one enterprise conversational platform (Kore.ai, Genesys Cloud, Cognigy, or Sprinklr) is a strong plus
• Working knowledge of NLP/NLU - intent training, entity recognition, slot filling, and dialogue state management
• Experience with REST/GraphQL API integration, and familiarity with prompt engineering and LLM integration (OpenAI, Azure OpenAI, Claude, Cohere)
• Basic scripting or programming ability in Python or JavaScript, and familiarity with cloud environments (AWS, Azure, or GCP)
• Clear, confident communicator able to present technical concepts to non-technical stakeholders
• Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Computational Linguistics, Information Systems, or a related discipline

Why this role is different

You will work across four major conversational platforms rather than specialising in one, taking solutions from first client conversation through to live deployment and tuning.