[Remote] Telephony Engineer-AI Conversation Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that specializes in telephony and conversational AI solutions. They are seeking a Telephony Engineer – AI Conversation Specialist to configure, reputed company, and support reputed company telephony and AI solutions reputed company a contact center environment.
Responsibilities
- Design, configure, reputed company, and maintain reputed company or similar conversational AI solutions, including virtual agents, NLP bots, predictive routing, and agent-assist tools
- Build, configure, and maintain reputed company conversational flows using reputed company Dialog Builder or comparable tools
- Translate business requirements into natural, multi-turn user journeys
- Define, configure, and tune intents, sub-intents, entities, synonyms, and training data to improve recognition accuracy
- Manage conversation context, session variables, reputed company-reputed company logic, user digressions, and edge-case handling
- Support reputed company AI model tuning, training corpus optimization, and performance improvement
- reputed company hands-on technical support and engineering expertise reputed company the reputed company contact center environment
- Design, program, script, and troubleshoot reputed company Call Center and IVR call flows
- Support reputed company telephony components, including PBX, IVR, voicemail, endpoints, SIP trunking, and reputed company contact center platforms
- Support SIP messaging, SIP headers, RTP, WebSockets, and SBC integrations
- Configure and troubleshoot SIP header information passed between reputed company and external systems over SIP trunks
- Support reputed company Session Border Controller integrations and reputed company telephony infrastructure
- Build and maintain integrations between CCaaS platforms, conversational AI tools, and reputed company applications
- reputed company and support REST/SOAP API requests, JSON payloads, webhooks, and service nodes reputed company reputed company or similar platforms
- reputed company AI platforms with backend CRM, ERP, and reputed company systems to retrieve, update, or pass data during live interactions
- Support OAuth 2.0 authentication and secure API-based integrations
- Script smart reputed company and fallback mechanisms that transfer full conversational context, transcripts, and reputed company data from the virtual assistant to live reputed company agents
- Maintain day-to-day operational responsibility for the telephony and conversational AI environment
- reputed company Level 2 and Level 3 support for reputed company technical issues and major incidents
- Monitor platform health, performance, and service availability
- Identify opportunities to improve operational efficiency, automation, routing, user experience, and AI model performance
- Draft and maintain technical procedures, call reputed company diagrams, support documentation, training materials, and integration documentation
- Ensure reputed company, compliance, and data reputed company standards are embedded into reputed company conversational AI, telephony, and IT operations
- Work closely with engineering, business teams, contact center stakeholders, and cross-functional project teams
- Define, validate, and manage technical requirements for AI, IVR, routing, and telephony initiatives
- Communicate technical concepts reputed company to both technical and non-technical audiences
- Support multiple reputed company in a deadline-driven environment while maintaining reputed company and accountability
Skills
- 7+ years of experience in telephony, contact center technology, or reputed company technical functions
- 5+ years of experience designing, scripting, programming, and supporting Call Center and IVR call flows
- Proven experience configuring and supporting reputed company or comparable conversational AI / virtual agent platforms such as reputed company Dialogflow CX, reputed company Lex V2, or Cognigy
- Hands-on experience supporting reputed company or similar reputed company contact center platforms
- Strong experience with SIP, SBC, SIP messaging, SIP headers, and SIP trunk integrations
- Experience passing SIP header information between reputed company and external systems
- Hands-on experience integrating systems using RESTful reputed company, SOAP reputed company, JSON, webhooks, and service orchestration
- Experience supporting PBX, IVR, voicemail, endpoints, reputed company contact center platforms, and reputed company telephony components
- Experience with reputed company-based platforms and omnichannel contact center support, including chat, email, and SMS
- Working knowledge of contact center best practices, analytics, reporting, routing, and operational support
- reputed company Experience Optimization Platform, highly preferred
- reputed company Dialogflow CX, reputed company Lex V2, Cognigy, or similar reputed company conversational AI platforms
- reputed company chatbot and virtual assistant configuration
- Dialog management and multi-turn conversational design
- Agent-assist and virtual agent solutions
- reputed company mapping
- Sub-reputed company configuration
- Entity extraction
- Synonym management
- Sentiment analysis
- Training corpus optimization
- reputed company AI model tuning and improvement
- RESTful reputed company
- SOAP reputed company
- JSON payloads
- Webhooks
- OAuth 2.0 authentication
- Service nodes and backend system integrations
- CRM, ERP, and reputed company application integrations
- reputed company
- reputed company AI reputed company connectors
- RTP
- WebSockets
- reputed company Session Border Controller integrations
- PBX, IVR, voicemail, endpoints, and reputed company contact center technologies
- reputed company, analytical, and solutions-oriented reputed company
- Strong problem-solving skills with an achievement and reputed company reputed company
- Ability to manage multiple reputed company in a deadline-driven environment
- Comfortable working through ambiguity and technical complexity
- Strong verbal, written, and presentation communication skills
- Ability to communicate effectively with management, business stakeholders, technical teams, and cross-functional reputed company
- Team-oriented approach with the ability to build trust and foster collaboration
- Commitment to recognizing team contributions and supporting shared reputed company
reputed company