Role Overview PwC India is seeking an experienced Lead Engineer with deep Five9 IVA and enterprise conversational AI expertise to join the Providence Global Center delivery team. In this role you will architect, implement, and lead the optimisation of AI-powered contact center solutions across Five9 IVA and enterprise platforms including Sierra.ai and SoundHound Amelia — transforming customer engagement for a major US healthcare system. ? Providence is one of the largest US non-profit health systems. This engagement sits within PGC's Hyderabad technology hub, supporting US-based contact center modernisation with AI-first, voice-enabled patient experiences. Key Responsibilities 1. Five9 IVA Architecture & Delivery • Design, implement, and support Five9 Intelligent Virtual Agent (IVA) end-to-end — from conversational flow design through deployment, testing, and production optimisation • Architect AI-powered customer journeys, voice automation pipelines, and intelligent routing strategies within Five9 • Define IVA conversation design standards, intent taxonomy, and entity frameworks aligned to healthcare contact center use cases • Lead capacity planning, SLA definition, and performance benchmarking for IVA deployments 2. Enterprise AI Platform Integration • Lead integrations between Five9 and enterprise conversational AI platforms — primarily Sierra.ai and SoundHound Amelia, with awareness of Google CCAI, Amazon Lex, and Microsoft Copilot Studio • Architect API and webhook integration layers between Five9 and AI platforms for real-time context passing, agent handoff, and session continuity • Design intelligent escalation flows: AI-to-human transfer with full context handoff, agent assist overlays, and graceful fallback handling • Evaluate and recommend emerging contact center AI technologies aligned to Providence's roadmap 3. Conversational AI Design & Optimisation • Architect NLU/NLP models — intent recognition, entity extraction, dialogue management — tuned for healthcare terminology and patient interaction patterns • Establish AI performance baselines and drive continuous optimisation cycles using speech analytics,



AI transcription data, and conversation analytics • Define and enforce prompt engineering, utterance management, and training data quality standards • Oversee A/B testing frameworks and drive containment rate, CSAT, and first-call resolution improvements 4. Technical Leadership & Mentoring • Provide technical leadership for all conversational AI initiatives — set architecture direction, review design decisions, and govern delivery quality • Mentor senior and junior engineers on Five9 IVA, AI best practices, and enterprise contact center automation patterns • Own technical documentation: architecture decision records, integration design specs, runbooks, and knowledge transfer artefacts • Act as primary technical liaison with Providence stakeholders and PwC engagement leadership 5. Operations & Support • Troubleshoot complex AI call flows, voice automation issues, speech recognition failures, and NLU degradation • Manage incident response for production IVA and AI platform issues with defined SLA adherence • Define monitoring, alerting, and audit logging strategies for AI-driven contact center operations Required Qualifications Experience • 7–8 years of total software/platform engineering experience • 4–5 years minimum in contact center technology — specifically Five9 IVA, cloud contact center platforms, or enterprise conversational AI • Proven track record of leading end-to-end AI/IVA deployments in production environments • Healthcare industry experience is a strong plus (but not mandatory) Five9 Platform • Five9 IVA: conversational flow design, Studio/IVA configuration, deployment, regression testing, and live optimisation • Five9 Admin: ACD routing, skill groups, IVR/DNIS mapping,



agent desktop configuration • Five9 Reporting & Analytics: WFO, interaction analytics, real-time dashboards • Five9 APIs: REST API, webhooks, CTI integration, screen pop configuration Conversational AI Platforms • Sierra.ai: enterprise conversational AI configuration, training, and integration — primary platform for this engagement • SoundHound Amelia: voice AI platform configuration and deployment experience • Awareness of: Google CCAI (Dialogflow CX), Amazon Lex, Microsoft Copilot Studio — platform-agnostic design sensibility Conversational AI & NLP/NLU • NLU/NLP engineering: intent taxonomy design, entity extraction, slot filling, and dialogue state management • Conversation design: user journey mapping, persona design, tone of voice, error handling and re-prompting strategies • Speech recognition: ASR tuning, acoustic model awareness, speech-to-text quality optimisation • LLM integration: experience wiring large language models into IVA/voice workflows for agile response generation • Speech analytics and AI transcription platforms (Verint, NICE, Qualtrics, or similar) • Agent Assist: real-time transcription overlays, suggested responses, and knowledge article surfacing Integration & API • REST APIs, JSON, OAuth 2.0 — design and consumption • Webhooks and event-driven integration patterns • Enterprise integration: CRM connectors (Salesforce, ServiceNow), EHR APIs (Epic FHIR is a plus), middleware (MuleSoft, Azure APIM) • Voice routing: SIP, PSTN, WebRTC awareness — enough to own integration design end-to-end Nice to Have • Five9 Certification (Five9 Administrator or Developer) • Google CCAI / Dialogflow CX hands-on implementation experience • Microsoft Copilot Studio (Power Virtual Agents) configuration experience • HL7/FHIR API familiarity — for healthcare data integration with contact center flows • Python or JavaScript scripting for IVA customisation and integration automation • HIPAA/PHI compliance awareness in voice and AI contact center contexts • Experience with WFM/WFO platforms (NICE, Verint, Genesys)

📌 Five9 Conversational AI (2141) (Hyderabad)
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