Tech Stack

Description

You will act as a shared technical resource for Customer Success Managers, providing deep expertise across 30-50 enterprise customer accounts. You'll advise on conversational AI best practices, help design and optimize solutions on the Cognigy platform, and collaborate with internal teams to resolve issues and scale technical knowledge.

Requirements

• 3-5 years experience in conversational AI, virtual agents, or intelligent automation
• Customer-facing technical role experience (Customer Success, Solution Consulting, etc.)
• Experience supporting enterprise customers in a one-to-many or scaled model
• Strong understanding of NLU, generative AI, and agentic AI concepts
• Solid understanding of contact center operations and customer service workflows

Responsibilities

• Act as shared technical resource for CSMs across multiple enterprise accounts
• Provide timely technical responses to CSMs and customers on platform usage and best practices
• Advise on conversational AI best practices including dialog design, intent modeling, and NLU optimization
• Support customers operating AI solutions within contact center environments (voice and digital)
• Collaborate with Support, Product, Engineering, and Professional Services to resolve issues and improve processes