{"id":2345595,"url":"https://alion.io/job/providence-five9-iva-conversational-ai-support-engineer","title":"Five9 IVA & Conversational AI Support Engineer","company":{"id":1758428,"name":"Providence","domain":"providence.org","url":"https://alion.io/company/providence-org","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"AI/ML","role_family":"AI/ML","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, 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solutions.\n\nThe role involves conversation flow design, platform integration, troubleshooting, testing, deployment, and ongoing production support to improve automated customer interactions and call-center experiences.\n\nKey Responsibilities : \n\n- Support, maintain, and optimize Five9 Intelligent Virtual Agent (IVA) and conversational AI applications.\n\n- Assist with conversational flow design, configuration, testing, deployment, and production support.\n\n- Integrate conversational AI platforms with Five9 using REST APIs, webhooks, JSON, and voice-routing configurations.\n\n- Work with enterprise conversational AI solutions such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or similar platforms.\n\n- Configure and troubleshoot AI-assisted call routing, virtual agents, intelligent escalation to live agents, and context transfer between AI and Five9.\n\n- Apply conversational AI concepts, including Natural Language Understanding (NLU), Natural Language Processing (NLP), intent recognition, entity extraction, and dialogue management.\n\n- Troubleshoot AI conversation flows, speech recognition, voice automation, integration failures, and customer-experience issues.\n\n- Participate in AI enhancement initiatives to improve conversation quality, automation performance, and customer outcomes.\n\n- Analyze conversation data and testing results to identify performance gaps and optimization opportunities.\n\n- Support speech analytics, AI transcription, and Agent Assist capabilities where applicable.\n\n- Maintain technical documentation for integrations, conversation flows, configurations, test cases, and production issues.\n\n- Collaborate with contact-center, engineering, product, and business teams to deliver reliable conversational AI solutions.\n\nRequired Skills & Experience : \n\n- Hands-on experience with Five9 Intelligent Virtual Agent (IVA), including conversation design, deployment, testing, and optimization.\n\n- Experience supporting or integrating enterprise conversational AI platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, or Microsoft Copilot Studio.\n\n- Strong understanding of conversational AI concepts, including NLU, NLP, intent recognition, entity extraction, and dialogue management.\n\n- Experience integrating AI platforms with Five9 through APIs, webhooks, and voice-routing mechanisms.\n\n- Knowledge of AI-assisted call routing, virtual agents, intelligent escalation, and context transfer to live agents.\n\n- Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.\n\n- Experience troubleshooting voice automation, speech recognition, AI conversations, and contact-center integrations.\n\n- Strong analytical, documentation, communication, and problem-solving skills.\n\nPreferred Skills : \n\n- Experience with speech analytics, AI-powered transcription, and Agent Assist solutions.\n\n- Knowledge of conversational AI performance monitoring, testing frameworks, and optimization techniques.\n\n- Experience supporting enterprise contact-center or customer-experience platforms.\n\n- Ability to work effectively with technical teams and business stakeholders in a production environment.\n\nSkills\nConversational AI, Five9, NLP, Production Support, RESTful API, JSON, NLU/NLG, CCAI, Five9 IVR, Artificial Intelligence, Agentic AI","description_format":"text","description_chars":3514,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hospitals & Health Systems"],"lifecycle":[{"event":"open","at":"2026-10-12T12:29:15Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring 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