Senior Service Engineer - Telephony
Providence10 days ago
Hyderābād, IndiaSenior
Responsibilities
- Support and maintain Five9 Intelligent Virtual Agent and conversational AI applications.
- Design, test, deploy, and provide production support for AI conversations and call flows.
- Integrate conversational AI platforms with Five9 using APIs, webhooks, and voice routing.
- Troubleshoot voice automation, speech recognition, AI integrations, and customer experience issues.
- Optimize conversational experiences through AI enhancement projects, testing, analytics, and performance improvement.
- Support intelligent call routing, virtual agents, escalation to live agents, and context transfer.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience.
- 3–6 years of experience with Five9 Intelligent Virtual Agent and conversational AI solutions.
- Experience with conversational flow design, deployment, testing, optimization, and production support.
- Experience with platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or similar enterprise AI solutions.
- Understanding of NLU, NLP, intent recognition, entity extraction, and dialogue management.
- Experience integrating conversational AI platforms with Five9 using APIs, webhooks, and voice routing.
- Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.
- Experience troubleshooting AI conversations, voice automation, speech recognition, and AI-driven customer experiences.
- Speech analytics, AI transcription, Agent Assist, and AI performance optimization experience preferred.
- Strong analytical, documentation, communication, and problem-solving skills.
Categories
Solutions Engineering
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.