Voice Bot Support Specialist with German; Cognigy.AI Certified

We are seeking a Voice Bot Support Specialist who will serve as the primary point of contact for business stakeholders experiencing issues or requiring assistance with our voice bot solutions. This role is essential in bridging the gap between business contacts and technical development teams, ensuring timely and effective resolution of voice bot-related concerns.

The ideal candidate is a skilled communicator with a solid understanding of conversational AI,
fluent in German
, and has experience in chatbots/voice bots and platforms such as Cognigy, Yellow, IBM Watson.

• Act as the first line of support for business points of contact (POCs) reporting voice bot issues or seeking enhancements.
• Investigate and gather information about reported issues to provide clear, detailed inputs to the development team.
• Collaborate closely with developers to track progress on troubleshooting and solution implementation.
• Communicate findings, resolutions, or status updates back to business POCs in a timely and professional manner.
• Maintain detailed logs of issues, resolutions, and stakeholder communications using internal ticketing or CRM tools.
• Provide basic training or usage support to business users when necessary.
• Contribute to internal documentation and knowledge base articles to streamline future support processes.

• Fluency in German (spoken and written) is required.
• Proven experience in a technical support, customer success, or product liaison role, preferably in a conversational AI or voice tech environment.
• Strong understanding of conversational flows, natural language processing (NLP), and voice bot architecture.
• Experience in platforms such as Cognigy, Yellow, IBM Watson.
• Ability to interpret technical issues and translate them into business-friendly explanations.
• Excellent verbal and written communication skills.
• Strong problem‑solving skills with a proactive and analytical mindset.

• Experience working with ticketing systems (e.g., Jira, Zendesk).
• Familiarity with integrations involving telephony systems or CRM platforms.
• Knowledge of chatbot/voice bot KPIs and monitoring tools.