AI Engineer / Conversational AI Engineer (Agent Assist)
Posted Today by ECS Resource Group Ltd
£550 Per day
Outside
Remote
London
Summary: The AI Engineer / Conversational AI Engineer (Agent Assist) role involves designing and delivering conversational AI solutions to enhance contact centre interactions. The position focuses on integrating AI with IVR and telephony platforms to improve customer experience and support agents. This is part of a larger AI transformation programme expected to last 3-5 years. The role requires collaboration with various teams to ensure effective implementation of AI-driven solutions.
Key Responsibilities:
- Design, configure, and deliver Conversational AI / Agent Assist solutions using Cognigy AI
- Build conversational flows that support intent recognition, natural language understanding (NLU), and context-aware responses
- Integrate AI-driven Agent Assist with IVR and telephony platforms, enabling intelligent call routing, context capture, and warm transfers
- Collaborate with the UC/Telephony team to align AI flows with call routing logic and voice infrastructure
- Configure and optimise solutions primarily through low-code / no-code interfaces, with light scripting where required
- Work across multiple AI workstreams as part of a long-term transformation programme
- Support testing, tuning, and continuous improvement of conversational experiences
- Translate business and contact centre requirements into effective AI-driven solutions
Key Skills:
- Proven, hands-on experience delivering solutions using Cognigy AI
- Experience building Conversational AI, Virtual Agents, or Agent Assist capabilities
- Understanding of IVR routing concepts, including call flows, intents, and escalation paths
- Experience integrating AI with contact centre or telephony environments
- Comfortable working with UI-driven / configuration-based AI platforms
- Strong communication skills and ability to work across technical and non-technical teams
Salary (Rate): £550/day
City: London
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
AI Engineer / Conversational AI Engineer (Agent Assist)
Contract Length: 6 months (highly extendable)
Location: Remote
Rate: TBC
Overview
We are embarking on a major AI transformation programme, spanning 3-5 years, comprising multiple workstreams and projects across the organisation. One of the key early initiatives within this programme is the design and delivery of an Agent Assist capability, enhancing contact centre interactions through intelligent, conversational AI.
This role will focus on building, configuring, and optimising conversational AI solutions that integrate with IVR and telephony platforms, enabling intelligent call routing, real-time agent support, and improved customer experience. You will work closely with the UC/Telephony team, contact centre stakeholders, and the wider AI programme.
Key Responsibilities
- Design, configure, and deliver Conversational AI / Agent Assist solutions using Cognigy AI
- Build conversational flows that support intent recognition, natural language understanding (NLU), and context-aware responses
- Integrate AI-driven Agent Assist with IVR and telephony platforms, enabling:
- Intelligent call routing
- Context capture and handover to live agents
- "Warm transfers" with full conversation history
- Collaborate with the UC/Telephony team to align AI flows with call routing logic and voice infrastructure
- Configure and optimise solutions primarily through low-code / no-code interfaces, with light scripting where required
- Work across multiple AI workstreams as part of a long-term transformation programme
- Support testing, tuning, and continuous improvement of conversational experiences
- Translate business and contact centre requirements into effective AI-driven solutions
Required Skills & Experience
- Proven, hands-on experience delivering solutions using Cognigy AI
- Experience building Conversational AI, Virtual Agents, or Agent Assist capabilities
- Understanding of IVR routing concepts, including call flows, intents, and escalation paths
- Experience integrating AI with contact centre or telephony environments
- Comfortable working with UI-driven / configuration-based AI platforms
- Strong communication skills and ability to work across technical and non-technical teams
ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy.