Senior Service Engineer - Telephony

Providence India; Hyderabad; On-site; INR 1,400,000 - 1,800,000; Full time

Job summary

As part of the team, you will support integration with Sierra.ai, Google CCAI, Amazon Lex and Microsoft Copilot Studio, ensuring reliable operations, analytics-driven improvements and production readiness.

Qualifications

• Bachelor’s degree plus 3-6 years of experience in IT/CS/engineering.
• Experience with Five9 IVA including conversational flow design, deployment, testing and optimization.
• Experience supporting or integrating conversational AI platforms (Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio or similar).
• Understanding of NLU, NLP, intent recognition, entity extraction and dialogue management.
• Experience integrating conversational AI with Five9 via APIs, webhooks and voice routing.
• Knowledge of AI-assisted call routing, virtual agents, escalation to live agents, and context transfer between AI and Five9.
• Troubleshooting AI conversations, voice automation, speech recognition and AI-driven CX.
• Familiarity with REST APIs, JSON, webhooks and enterprise integration patterns.
• Experience with speech analytics, AI transcription, Agent Assist and AI performance optimization preferred.
• Support and maintenance of Five9 IVA and conversational AI applications.
• Assist with AI conversation design, testing, deployment and production support.
• Troubleshoot AI call flows, integrations and customer experience issues.
• Participate in AI enhancement projects and optimize experiences through testing and analytics.
• Strong analytical, documentation, communication and problem-solving skills.

Skills

Analytical skills

Communication

Problem-solving

Education

Bachelor’s degree in IT/CS/Engineering or equivalent

Tools

Five9 IVA

Sierra.ai

Google CCAI

Amazon Lex

Microsoft Copilot Studio

Job description

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience with 3-6 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.