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 solutions.

The role involves conversation flow design, platform integration, troubleshooting, testing, deployment, and ongoing production support to improve automated customer interactions and call-center experiences.

Key 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 Sierra.ai, 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 solutions.

Required 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 Sierra.ai, 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 skills.

Preferred 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.