Lead Service Engineer - Telephony

Who we are looking for

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent work experience with 6-9 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.