AI Engineer / Conversational AI Engineer (Agent Assist)Contract Length: 6 months (highly extendable)Location: RemoteRate: TBC OverviewWe 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 ResponsibilitiesDesign, configure, and deliver Conversational AI / Agent Assist solutions using Cognigy AIBuild conversational flows that support intent recognition, natural language understanding (NLU), and context-aware responsesIntegrate AI-driven Agent Assist with IVR and telephony platforms, enabling:Intelligent call routingContext capture and handover to live agents"Warm transfers" with full conversation historyCollaborate with the UC/Telephony team to align AI flows with call routing logic and voice infrastructureConfigure and optimise solutions primarily through low-code / no-code interfaces, with light scripting where requiredWork across multiple AI workstreams as ..... full job details .....