AI Engineer - DHS

Brooksource is seeking an experienced Senior Conversational AI Engineer to lead the development, enhancement, and ongoing maintenance of an enterprise-level automated voice agent platform. In this long-term remote contract role, you will take hands-on technical ownership of established conversational AI solutions leveraging Cognigy.AI, NICE CXone, and integrated backend systems. You will play a critical role in maintaining production stability, troubleshooting complex integrations, enhancing existing functionality, and developing new capabilities to improve customer experience and operational efficiency. The ideal candidate combines deep expertise in conversational AI development, IVR engineering, software development, and API integration, and is comfortable working within established production environments, independently diagnosing technical issues, writing and modifying code, and taking ownership of complex applications. Success in this role requires a holistic understanding of how conversational AI, contact center systems, APIs, and backend applications work together to deliver scalable, reliable solutions.

WHAT YOU’LL DO

• Own the development, configuration, administration, maintenance, and production support of enterprise conversational AI and voice agent solutions
• Design, develop, test, and deploy conversational AI workflows, voice bot interactions, IVR scripts, prompts, and call-routing logic
• Enhance AI-powered virtual agent capabilities, including LLM integrations, natural language understanding (NLU), knowledge management, and conversation context handling
• Build, maintain, and troubleshoot RESTful APIs, webhooks, authentication mechanisms (including OAuth 2.0), and integrations between conversational AI platforms, contact center technologies, and enterprise systems
• Write, debug, and maintain code using JavaScript, TypeScript, Python, SQL, and related technologies
• Diagnose and resolve production issues involving conversational flows, API connectivity, call routing, system performance, and voice integrations
• Participate in technical knowledge transfer, reviewing existing architecture, configurations, integrations, and development practices
• Establish and maintain technical documentation, development standards, troubleshooting procedures, and ongoing maintenance processes
• Monitor automated agent performance, analyze call outcomes and system logs, and identify opportunities to improve reliability, customer experience, and operational efficiency
• Support regression testing, release management, deployments, and rollback procedures to maintain platform stability
• Collaborate with technical teams, business stakeholders, and external partners to translate business needs into scalable conversational AI solutions
• Support the transition of application ownership from third-party vendors to internal teams as needed
• Optimize conversational AI performance, call containment, customer experience, and automated resolution rates

• Strong hands-on experience developing, configuring, and supporting enterprise conversational AI agents, voice bots, or intelligent virtual assistants
• Proficiency with Cognigy.AI or comparable conversational AI platforms, including conversational flows, intent management, prompts, and integrations
• Experience developing and troubleshooting NICE CXone Studio, IVR applications, call-routing logic, or comparable enterprise contact center solutions
• Strong experience designing, developing, and troubleshooting REST APIs, JSON-based integrations, webhooks, and OAuth 2.0 authentication
• Proficiency in JavaScript/TypeScript, Python, SQL, or related programming technologies
• Working knowledge of Generative AI, large language models (LLMs), prompt engineering, natural language processing, and conversational AI orchestration
• Experience integrating applications with cloud-based services and enterprise systems
• Ability to independently troubleshoot complex production issues across multiple platforms and integrations
• Strong understanding of software development practices, testing, technical documentation, and application maintenance
• Excellent analytical, problem-solving, and communication skills
• Direct experience integrating Cognigy.AI with NICE CXone (preferred)
• Experience with ServiceNow integrations and enterprise workflow automation (preferred)
• Familiarity with AWS or Azure cloud services, including serverless functions, application logging, and monitoring (preferred)
• Experience with speech-to-text (STT), text-to-speech (TTS), voice recognition, and telephony integrations (preferred)
• Experience optimizing conversational AI performance, call containment, customer experience, and automated resolution rates (preferred)
• Previous experience transitioning application ownership from a third-party vendor to an internal team (preferred)
• Experience supporting high-volume, enterprise-level contact center environments (preferred)
• Familiarity with CI/CD pipelines, version control, release management, and production support best practices (preferred)