Principal Service Engineer - Telephony
Providence1 month ago
Hyderābād, IndiaStaff+
Responsibilities
- Design, implement, and support Five9 Intelligent Virtual Agent and enterprise conversational AI solutions.
- Lead integrations between Five9 and conversational AI platforms such as Sierra.ai and SoundHound.
- Architect AI-powered customer journeys, voice automation, and intelligent routing strategies.
- Provide technical leadership for conversational AI initiatives, AI optimization, and emerging contact center technologies.
- Troubleshoot AI conversations, voice automation, speech recognition, and AI-driven customer experiences.
- Mentor engineers on AI best practices and enterprise contact center automation.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or Engineering, or equivalent work experience.
- 9–12 years of experience.
- Experience with Five9 Intelligent Virtual Agent, 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, 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 between AI and Five9.
- Familiarity with enterprise integration patterns, REST APIs, JSON, and webhooks.
- Preferred experience with speech analytics, AI transcription, Agent Assist, and AI performance optimization.
- Strong analytical, documentation, communication, and problem-solving skills.
Categories
AI ApplicationsSolutions 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.