Cognigy AI Engineer

Natilik is a global technology solutions and services provider.

Our mission is two-fold: growing a brand that is seen as the industry’s “Confident Guide” and building a business with a balanced purpose. We want to be a “Confident Guide”, sat between the vendors, who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer solutions, services, platforms, applications and expertise to help.

We might help our clients in a simple way, such as supplying them with the ‘equipment’ they know they already need. Alternatively, they might want to partner with us and allow us to fill holes in their understanding. Or they might want us to take care of everything, helping to agree on the destination and guiding them every step of the way. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients can rely on. We also want to continue to build a business that we can all be proud of, with a focus on five stakeholders: clients, people, partners, communities and shareholders.

To ensure we live up to our mission and purpose we focus on five fundamental principles that have driven our award-winning success to date, namely:

• Caring deeply about our people
• Caring deeply about our clients
• Developing differentiated and valuable product, service and solution offerings
• Driving operational success through our processes, systems and methodologies and a mindset of continual improvement
• Continuing to grow organically and profitably

At Natilik we care about everyone as an individual, as a human being, not just as an employee and try and treat people as such. An organisation that can align the performance, goals, beliefs and values of its people to the business goals, beliefs and values of the company can achieve amazing things! We want everyone to fulfil their potential. We want people to be able to grow and develop throughout their career and enjoy a wide range of opportunities. We believe that we can always learn new things, develop and grow as individuals and as teams. We support a working environment which encourages positive change and embracing new challenges. Not only does this ensure our clients receive the best delivery and service but importantly we know this is key to our people’s satisfaction at Natilik.

The Role

As Cognigy AI Engineer, you will be responsible for building, configuring, testing, and maintaining conversational AI solutions on the Cognigy platform. This includes developing flows, voice journeys, routing and fallback logic, agentic AI and LLM tool-calling patterns, Voice Gateway capabilities, integrations, multilingual experiences, and supporting components such as NLU, Knowledge AI and xApps. The role also covers testing, debugging, reporting, documentation and UAT support, with any architectural gaps, technical risks, security concerns, or platform limitations escalated to the Cognigy AI Architect.

Essential Skills

• Hands-on Cognigy.AI delivery experience, including Flows, Nodes, Playbooks, LLM Prompt nodes, Agentic AI tool calling, tool schemas, Resolve Tool Actions, context/input handling, reusable flow patterns, and JavaScript Code Nodes.
• Strong practical JavaScript experience for Cognigy Code Nodes, payload mapping, validation logic, API response handling, context manipulation, error handling, logging, and custom flow behaviour.
• Strong practical understanding of LLM prompting and tool design, including system prompts, tool instructions, tool argument schemas, safe tool-result handling, prompt grounding, hallucination prevention, multilingual prompting, and knowing when the LLM should call a tool versus ask a clarifying question or use deterministic flow logic.
• Experience with Voice Gateway, xApps, REST APIs, Knowledge AI or FAQ grounding, multilingual voice/chat behaviour, Cognigy Insights, and debugging using transcripts, context, input, tool arguments, Voice Gateway logs, API responses, and Code Node logs.

Desirable skills

• Cognigy certification
• Agent Copilot or Finesse integration experience
• SSML and TTS tuning
• xApp front-end experience
• Experience with guardrails, prompt leakage prevention, profanity filtering, scope control, speech-safe output, SIP/WebRTC, Twilio or similar voice connectivity, and CRM or case-management integrations.

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure
• Quarterly Awards and Bonuses
• Flexible Working Policy
• Competitive pension scheme
• Access to Financial Wellness support
• Industry-leading home working and mobility technology
• Private Medical Insurance
• Company shares (available after One year tenure)
• Medicash (Cashback Scheme)
• Retail discounts via Medicash
• Access to EAP scheme for you and your household
• Vehicle lease salary sacrifice scheme (available after One year tenure)
• Cycle to Work Scheme
• Annual paid volunteering day
• Enhanced parental leave
• Access to funding for additional qualifications and courses
• Access to paid study leave

Natilik Diversity \& Inclusion

At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture and background allows our teams to be better. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We're incredibly proud of our diversity.