CX AI Systems Specialist - Remote

Overview

As a CX AI Systems Specialist, you will own and drive the implementation, scaling, and performance optimization of our Conversational AI infrastructure using Cognigy.AI. You’ll be part of the CX Technology & Enablement team, directly contributing to how thousands of customers experience automated support, onboarding, and self-service at scale. This is a hands-on, technical, and collaborative role—perfect for someone excited to turn automation and data into real customer impact.

In Short

• Design, build, and optimize conversational flows and escalation logic using Cognigy.AI
• Develop automations that reduce agent workload and improve time-to-resolution
• Continuously train and fine-tune intents for higher NLU accuracy and contextual relevance
• Integrate Cognigy with systems like Zendesk and internal APIs for seamless CX journeys
• Collaborate with CX Content and Success teams to align on tone and message quality
• Monitor platform performance, debug errors, and proactively maintain flow health
• Use analytics and feedback to drive automation use case expansion and ROI improvement

Requirements

• 3+ years of experience in automation or technical roles within CX or digital operations
• Hands-on experience with Cognigy.AI or similar platforms (e.g., Dialogflow, Rasa, Zapier)
• Proven ability to design conversational flows and automation logic, not just bot content
• Basic technical skills including understanding of APIs, webhooks, and system integrations
• Familiarity with tools like Zendesk, CRMs, or internal systems integration
• Strong communication and collaboration skills; experience working cross-functionally
• Fluency in English; German is a plus

Benefits

• Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed.
• Flexibility and Trust: Fully remote work set-up with opportunities for in-person collaboration.
• Support for your side hustles: Up to three free Jimdo websites for your personal or professional projects.
• An International Diverse Team: Our team is a mosaic of over 248 individuals hailing from 50+ different countries.
• Continuous Growth and Career Development: Access to LinkedIn Learning and curated learning paths.
• Competitive Benefits Package: Annual performance and compensation reviews.
• Remote office set-up bonus to enhance your workspace.
• Unique workation policy that allows you to work from different locations.
• Employee assistance program, offering resources and counseling.