Conversational AI & Front-End Engineer

seeking a versatile engineer with expertise in both conversational AI development and front-end engineering. This role will design, build, and optimize intelligent bots, virtual agents, and user interfaces across web, voice, and messaging channels. The ideal candidate will have hands-on experience with conversational platforms, UI/UX development, customer journey mapping, and enterprise system integration, driving improvements in digital service experiences and user engagement

Key Responsibilities
? Develop and maintain conversational bots and virtual agents using platforms such as ServiceNow Virtual Agent, Microsoft Copilot Studio/Power Virtual Agents, and Genesys Cloud CX.
? Design and implement intuitive, accessible, and responsive user interfaces for web portals, chat interfaces, phone systems, and virtual agents.
? Integrate bots and front-end components with enterprise systems (ITSM, CRM, HRIS) via RESTful APIs to enable personalized and efficient self-service.
? Apply customer journey mapping techniques to visualize and optimize end-to-end user experiences across digital channels, ensuring conversational interfaces and front-end solutions address key pain points and deliver measurable improvements.
? Conduct data-driven analysis of user interactions and behaviors to identify automation opportunities, inform design decisions, and continuously enhance both conversational and UI/UX solutions for improved engagement and satisfaction.
? Analyze user interaction and behavior data to identify automation opportunities and enhance user journeys.
? Optimize NLP models, dialog flows, and UI components for performance, accessibility, and compliance.
? Collaborate with cross-functional teams to deliver user-centric solutions and participate in agile development cycles.
? Ensure solutions meet security, accessibility, and compliance standards.
? Participate in usability testing, feedback loops, and continuous improvement initiatives.
? Facilitate technical knowledge exchange and contribute to team capability building through collaborative solution design, documentation, and process optimization.

Required Skills & Experience
? 3 years in bot development, conversational AI, or front-end engineering.
? Proficiency in JavaScript, Python, HTML, CSS, and modern frameworks (e.g., React, Vue).
? Experience with at least two conversational platforms: ServiceNow Virtual Agent, Microsoft Copilot/Power Platform, Genesys Cloud CX (or similar platforms).
? Strong understanding of NLP, conversational design, human-centered UI/UX principles, and customer journey mapping.
? Experience with RESTful APIs, enterprise system integration, and SDLC practices.
? Familiarity with agile methodologies, DevOps, and CI/CD pipelines.
? Ability to debug code, analyze logs, and troubleshoot complex software issues.
? Data analysis skills to inform design and optimize user experiences.

Preferred Qualifications
? Experience with generative AI, prompt engineering, and voice bot design.
? Certifications in ServiceNow, Microsoft Power Platform, Genesys Cloud, or related technologies.
? Knowledge of accessibility standards (WCAG) and usability best practices.
? Experience with conversational UI frameworks (Dialogflow, Microsoft Bot Framework).
? Strong communication and collaboration skills


Benefits:

York Solutions Offers a generous benefits package for eligible full-time employees:

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
  
• Delta Dental plan with 2 free cleanings and insurance discounts
  
• Eye Med Vision with annual check-ups and discounts on lens
  
• Life and Accidental Death Insurance paid by company
  
• John Hancock 401(k) Retirement Plan with discretionary company match
  
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
  
• Flexible work environment with some remote working opportunities
  
• Strong fun and teamwork environment
  
• Learning, development, and career growth
  

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.