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

• Solid analytical, documentation, communication, and problem-solving skills.

📌 Principal Service Engineer (Hyderabad)
🏢 PROVIDENCE GLOBAL CENTER
📍 Hyderabad