Principal Service Engineer - Telephony
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Job Description
Structured overview of role & requirementsAbout This Role
Design, implement, and support Five9 Intelligent Virtual Agent (IVA) and enterprise conversational AI solutions.
Lead integrations between Five9 and AI platforms like Sierra.ai and SoundHound, including API and webhook management.
Architect AI-powered customer journeys, voice automation, intelligent routing, and provide technical leadership for conversational AI initiatives.
Minimum Requirements
Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience.
9-12 years of relevant experience in conversational AI and telephony integrations.
Experience with Five9 Intelligent Virtual Agent (IVA) and conversational AI platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, or Microsoft Copilot Studio.
Proficiency with REST APIs, JSON, webhooks, AI-assisted call routing, and troubleshooting AI-driven voice automation and customer experiences.
Ideal Candidate Profile
Experienced in enterprise AI contact center automation with deep knowledge of conversational AI concepts (NLU, NLP, intent recognition).
Capable of leading AI integration projects and mentoring engineers on AI best practices in a complex technological environment.
Strong analytical and problem-solving skills with a focus on optimizing AI performance and customer experience in health care-related telephony platforms.