Interactive Voice Architect - Hybrid

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.

• 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

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