Principal Service Engineer - Telephony

Who we are looking for

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent work experience with 9-12 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.
• Design, implement, and support Five9 Intelligent Virtual Agent (IVA) and enterprise conversational AI solutions.
• Lead integrations between Five9 and 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.
• Mentor engineers on AI best practices and enterprise contact center automation
• Strong analytical, documentation, communication, and problem-solving skills.