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.

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