Interactive Voice Architect - Hybrid at A.C. Coy

Pittsburgh, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

0.0

Posted On

08 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Conversational AI, Natural Language Understanding, Natural Language Processing, Voicebot Development, Chatbot Development, System Integration, API Integration, Testing, Optimization, Documentation, Collaboration, JavaScript, Python, JSON, REST APIs, Call Center Technology

Industry

Information Technology & Services

Description

Overview Location: Onsite, North Hills of Pittsburgh, PA Job Type: Contract - One year duration Work Authorization: U.S. Citizen or Green Card The A.C.Coy company has an immediate need for a contract Interactive Voice Architect. This individual will design, build, and deploy next-generation Interactive Voice Agents (IVAs) and chatbots using industry-leading contact center platforms. Responsibilities Design, develop, and maintain conversational flows for voicebots (IVAs) and chatbots primarily within Five9 Studio 7 and Genesys Cloud Developer (Architect) environments Conversational AI Logic: Implement sophisticated Natural Language Understanding (NLU) and Natural Language Processing (NLP) models to ensure high accuracy in voicebot and chatbot understanding of customer intent and entities System Integration: Integrate conversational agents with backend enterprise systems, databases, and APIs to fulfill customer requests (e.g., account lookups, transactions).Testing and Optimization: Conduct rigorous testing, performance monitoring, and iterative optimization of bot flows, dialogs, and NLU models to improve containment rates and customer satisfaction Documentation: Create and maintain comprehensive documentation for all agent flows, technical configurations, and integration points Collaboration: Work closely with business analysts, UX designers, and contact center operations teams to translate business requirements into effective self-service solutions Qualifications Required Proven experience in developing and deploying conversational agents using Five9 Studio 7/Inference Studio OR Genesys Cloud Developer/Architect Strong understanding of voicebot and chatbot design principles, including best practices for error handling, escalation, prompt writing, and seamless human agent handoff Practical experience with Conversational AI concepts such as Intent Classification, Entity Recognition, Dialog Management, and leveraging pre-built or custom NLU/NLP engines Proficiency in scripting/programming languages relevant to bot development and integration (e.g., JavaScript, Python, JSON, REST APIs) Preferred Deep understanding of call center technology, including inbound/outbound call routing, IVR, omni-channel concepts, and agent desktop applications Familiarity with CTI principles and experience integrating conversational platforms with telecommunications infrastructure or CRM systems Experience with cloud-based NLU/AI services (e.g., Google Dialogflow, Amazon Lex, Microsoft Azure Bot Service) Experience with testing and tuning tools specific to voice and chat agents

Responsibilities

The Interactive Voice Architect will design, build, and deploy next-generation Interactive Voice Agents and chatbots. Responsibilities include developing conversational flows, integrating systems, and optimizing performance.