Five9 Conversational AI / IVA Engineer

Five9 Conversational AI / IVA Engineer

We are looking for a Five9 Conversational AI / IVA Engineer with hands-on experience in designing, deploying, supporting, and optimizing AI-driven voice and customer interaction solutions within a contact center environment.

Key Responsibilities

• Design, configure, test, deploy, and support Five9 Intelligent Virtual Agent (IVA) solutions.
• Develop and optimize conversational flows, intents, entities, and dialogue journeys.
• Integrate Five9 with conversational AI platforms using REST APIs, JSON, webhooks, and voice routing .
• Support intelligent call routing, virtual agents, live-agent escalation, and context transfer.
• Troubleshoot issues related to AI conversations, voice automation, speech recognition, routing, and integrations.
• Participate in enhancement initiatives to improve customer experience and conversational AI performance.
• Monitor, test, and optimize production IVA applications using analytics and performance insights.
• Maintain technical documentation and support production deployments.

Required Skills

• Hands-on experience with Five9 Intelligent Virtual Agent (IVA) .
• Strong understanding of Conversational AI, NLU, NLP, intent recognition, entity extraction, and dialogue management .
• Experience integrating Five9 with conversational AI or enterprise AI platforms.
• Working knowledge of REST APIs, JSON, webhooks, and enterprise integration patterns .
• Experience with voice routing, bot-to-agent escalation, and contact center automation.
• Strong troubleshooting, analytical, documentation, and communication skills.

Good to Have

Experience with one or more of the following:

• Sierra.ai
• SoundHound Amelia
• Google CCAI
• Amazon Lex
• Microsoft Copilot Studio
• Speech Analytics
• AI Transcription
• Agent Assist
• AI performance optimization

Ideal Candidate

We are looking for someone who combines Five9 platform expertise with conversational AI and integration capabilities , and has supported production-grade voice automation or virtual agent solutions.

Interested candidates can apply with their updated resume, highlighting their experience with Five9 IVA, Conversational AI, Voice Automation, and API Integrations .