Lead Service Engineer - Telephony
Providence1 day ago
Hyderābād, IndiaSenior
Responsibilities
- Support and maintain Five9 Intelligent Virtual Agent and conversational AI applications.
- Assist with conversational AI conversation design, testing, deployment, and production support.
- Integrate conversational AI platforms with Five9 using APIs, webhooks, and voice routing.
- Troubleshoot AI call flows, integrations, voice automation, speech recognition, and customer experience issues.
- Participate in AI enhancement projects and optimize conversational experiences through testing and analytics.
- Support intelligent escalation to live agents and context transfer between AI systems and Five9.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience.
- 6–9 years of experience with Five9 IVA, conversational AI platforms, and enterprise integrations.
- Experience with Five9 IVA conversational flow design, deployment, testing, and ongoing optimization.
- Experience supporting or integrating platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, or Microsoft Copilot Studio.
- Understanding of NLU, 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, and context transfer.
- Experience troubleshooting AI conversations, voice automation, speech recognition, and AI-driven customer experiences.
- Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.
- Strong analytical, documentation, communication, and problem-solving skills.
- Experience with speech analytics, AI transcription, Agent Assist, and AI performance optimization is preferred.
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About Providence
Providence is a nonprofit Catholic health system that operates hospitals, clinics, and related care services for patients and communities across the western U.S. It runs 51 hospitals and 829 clinics and also offers a health plan in select markets. Headquartered in Renton, Washington, Providence provides acute, ambulatory, virtual, and home-based care along with pharmacy and behavioral health services, supported by centralized technology, cybersecurity, and shared services teams.