About this role
Who we are looking for?
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience with 3-6 years of experience.
- Experience with Five9 Intelligent Virtual Agent (IVA), including conversational flow design, deployment, testing, and ongoing optimization.
- Experience supporting or integrating conversational AI platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or similar enterprise AI solutions.
- Understanding of conversational AI concepts including Natural Language Understanding (NLU), Natural Language Processing (NLP), intent recognition, entity extraction, and dialogue management.
- Experience integrating conversational AI platforms with Five9 using APIs, webhooks, and voice routing.
- Knowledge of AI-assisted call routing, virtual agents, intelligent escalation to live agents, and context transfer between AI and Five9.
- Experience troubleshooting AI conversations, voice automation, speech recognition, and AI-driven customer experiences.
- Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.
- Experience with speech analytics, AI transcription, Agent Assist, and AI performance optimization is preferred.
- Support and maintain Five9 IVA and conversational AI applications.
- Assist with AI conversation design, testing, deployment, and production support.
- Troubleshoot AI call flows, integrations, voice automation, and customer experience issues.
- Participate in AI enhancement projects and optimize conversational experiences through testing and analytics.
- Strong analytical, documentation, communication, and problem-solving skills.
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