Conversational AI Frontend Engineer

Position Title: Conversational AI & Front-End Engineer (Contract-to-Hire) Reports To: Technology Service Experience Manager Location: Remote Position Summary The Conversational AI & Front-End Engineer will join this client's Technology Service Experience team, which shapes how customers access technology support across calls, chats, virtual agents, self-service portals, and onsite assistance. This role combines expertise in conversational AI development and front-end engineering to design, build, and optimize intelligent bots, virtual agents, and user interfaces across multiple channels. The engineer will ensure seamless digital service experiences, improve user engagement, and integrate solutions with enterprise systems to drive efficiency and customer satisfaction. Key Responsibilities

• Develop and maintain conversational bots and virtual agents using ServiceNow Virtual Agent, Microsoft Copilot Studio/Power Virtual Agents, and Genesys Cloud CX.
• Design and implement intuitive, responsive, and accessible user interfaces for chat, web, voice, and virtual agent platforms.
• Integrate bots and front-end components with enterprise systems (ITSM, CRM, HRIS) via RESTful APIs.
• Apply customer journey mapping to identify pain points and improve digital support experiences.
• Conduct data-driven analysis of user interactions to identify automation opportunities and inform design.
• Optimize NLP models, dialog flows, and UI components for performance, accessibility, and compliance.
• Collaborate in agile development cycles with cross-functional teams.
• Ensure adherence to security, accessibility, and compliance standards.
• Participate in usability testing, feedback loops, and continuous improvement.
• Contribute to team knowledge sharing, documentation, and process optimization.

Requirements

• 3+ years of experience in conversational AI, bot development, or front-end engineering.
• Proficiency in JavaScript, Python, HTML, CSS, and modern frameworks (React, Vue).
• Hands-on experience with at least two conversational platforms (ServiceNow Virtual Agent, Microsoft Copilot/Power Platform, Genesys Cloud CX, or similar).
• Strong understanding of NLP, conversational design, human-centered UI/UX, and customer journey mapping.
• Experience with RESTful APIs, enterprise system integration, and SDLC practices.
• Familiarity with Agile, DevOps, and CI/CD pipelines.
• Ability to debug code, analyze logs, and troubleshoot software issues.
• Data analysis skills for design optimization and user engagement improvements.

Preferred Qualifications

• Experience with generative AI, prompt engineering, and voice bot design.
• Certifications in ServiceNow, Microsoft Power Platform, Genesys Cloud, or similar technologies.
• Knowledge of WCAG accessibility standards and usability best practices.
• Experience with conversational frameworks such as Dialogflow or Microsoft Bot Framework.
• Strong communication and collaboration skills.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• Track record of delivering customer-facing conversational and front-end solutions.
• Demonstrated ability to improve digital service experiences through design and engineering.

Contract Details

• Duration: 6 months contract-to-hire, with potential for conversion to full-time.
• Work Arrangement: Remote, hybrid, or on-site.
• Compensation: Competitive; full-time role includes eligibility for benefits upon hire.

Personal Attributes

• Versatile, innovative, and user-focused engineer.
• Strong problem-solving mindset with attention to detail.
• Collaborative team player with excellent communication skills.
• Curious and adaptable, with a passion for enhancing customer experiences.