Interactive Voice Architect

Interactive Voice Architect (Hybrid – Pittsburgh, PA)

Location: North Hills, Pittsburgh, PA (3 days onsite) Duration: 12 Months Contract Work Authorization: U.S. Citizen or Green Card only

Five9 Studio 7 or Genesys Cloud Architect, Conversational AI (NLP/NLU, Dialog Management), JavaScript/Python, JSON, REST APIs, and contact center integration experience.

Overview

Interactive Voice Architect to join our client's team on a long-term contract engagement. The selected candidate will be responsible for designing, building, and deploying next-generation Interactive Voice Agents (IVAs) and Chatbots leveraging platforms like Five9 Studio 7 and Genesys Cloud Architect .

This role blends conversational AI expertise, system integration, and contact center architecture to deliver intelligent, automated voice and chat solutions that enhance the customer experience.

Responsibilities

• Design & Develop conversational flows for IVAs and chatbots using Five9 Studio 7 and Genesys Cloud Architect .

• Implement Natural Language Understanding (NLU) and Natural Language Processing (NLP) models to accurately capture and interpret customer intent.

• Integrate bots with backend systems, APIs, and databases to enable dynamic responses and self-service transactions.

• Conduct testing and optimization to improve accuracy, containment, and user experience.

• Maintain detailed documentation for conversational flows, configurations, and integration points.

• Partner with Business Analysts, UX Designers, and Contact Center Operations to align designs with business objectives.

• Monitor system performance, recommend enhancements, and ensure high availability of voice/chat solutions.

• Required Qualifications

• 5+ years of experience in IVR/IVA architecture and Conversational AI development .

• Hands-on experience with Five9 Studio 7 , Inference Studio , or Genesys Cloud Architect .

• Strong understanding of bot design best practices — prompt strategy, error handling, escalation flows, and agent handoff.

• Experience implementing Intent Classification , Entity Recognition , and Dialog Management using NLU/NLP engines.

• Proficiency with JavaScript , Python , JSON , and REST APIs for integration and custom logic.

• Preferred Skills

• Knowledge of Contact Center technologies – IVR, CTI, ACD, and Omni-channel routing.

• Experience integrating conversational AI with CRM (e.g., Salesforce, ServiceNow) and Telephony platforms.

• Familiarity with Google Dialogflow , Amazon Lex , or Azure Bot Service .

• Exposure to speech analytics , TTS/STT engines , and bot performance tuning tools .