Providence - Five9 IVA & Conversational AI Support Engineer in Hyderabad, भारत

Role Overview : We are looking for a skilled Five9 IVA & Conversational AI Support Engineer to support, integrate, and optimize intelligent virtual agents and enterprise conversational AI https://jobeax.com/link/5WM6jVJPxXxkaX5M role involves conversation flow design, platform integration, troubleshooting, testing, deployment, and ongoing production support to improve automated customer interactions and call-center https://jobeax.com/link/BUuD4rSLiGGi37Y6 Responsibilities : - Support, maintain, and optimize Five9 Intelligent Virtual Agent (IVA) and conversational AI applications.- Assist with conversational flow design, configuration, testing, deployment, and production support.- Integrate conversational AI platforms with Five9 using REST APIs, webhooks, JSON, and voice-routing configurations.- Work with enterprise conversational AI solutions such as https://jobeax.com/link/0gvRJv1A56tsm59G, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or similar platforms.- Configure and troubleshoot AI-assisted call routing, virtual agents, intelligent escalation to live agents, and context transfer between AI and Five9.- Apply conversational AI concepts, including Natural Language Understanding (NLU), Natural Language Processing (NLP), intent recognition, entity extraction, and dialogue management.- Troubleshoot AI conversation flows, speech recognition, voice automation, integration failures, and customer-experience issues.- Participate in AI enhancement initiatives to improve conversation quality, automation performance, and customer outcomes.- Analyze conversation data and testing results to identify performance gaps and optimization opportunities.- Support speech analytics, AI transcription, and Agent Assist capabilities where applicable.- Maintain technical documentation for integrations, conversation flows, configurations, test cases, and production issues.- Collaborate with contact-center, engineering, product, and business teams to deliver reliable conversational AI https://jobeax.com/link/qVQYcn8zRo6FsrUo Skills & Experience : - Hands-on experience with Five9 Intelligent Virtual Agent (IVA), including conversation design, deployment, testing, and optimization.- Experience supporting or integrating enterprise conversational AI platforms such as https://jobeax.com/link/0gvRJv1A56tsm59G, SoundHound Amelia, Google CCAI, Amazon Lex, or Microsoft Copilot Studio.- Strong understanding of conversational AI concepts, including NLU, NLP, intent recognition, entity extraction, and dialogue management.- Experience integrating AI platforms with Five9 through APIs, webhooks, and voice-routing mechanisms.- Knowledge of AI-assisted call routing, virtual agents, intelligent escalation, and context transfer to live agents.- Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.- Experience troubleshooting voice automation, speech recognition, AI conversations, and contact-center integrations.- Strong analytical, documentation, communication, and problem-solving https://jobeax.com/link/Cexs453KRiH2S1rJ Skills : - Experience with speech analytics, AI-powered transcription, and Agent Assist solutions.- Knowledge of conversational AI performance monitoring, testing frameworks, and optimization techniques.- Experience supporting enterprise contact-center or customer-experience platforms.- Ability to work effectively with technical teams and business stakeholders in a production environment. (ref:hirist.tech)