AI Cloud Telephony Engineer

RESPONSIBILITIES:
Kforce has a client in Altamonte Springs, FL that is seeking an AI Cloud Telephony Engineer.

Project Overview:
Our client is seeking a Cloud Telephony Engineer with strong experience in Conversational AI-driven voice solutions to support the modernization of an enterprise contact center environment. This role is not a traditional IVR-only position. The focus is on designing, implementing, and optimizing AI-powered conversational voice experiences that sit on top of existing telephony infrastructure. This individual will play a critical role in helping the organization transition from legacy DTMF-based phone trees to natural language, intent-driven voice interactions, while ensuring continuity for traditional IVR where still required.

Role Responsibilities:
* Design, build, and support conversational AI voice flows within a cloud contact center environment
* Implement and integrate AI/NLU-driven voice solutions that interpret intent and dynamically route callers
* Work closely with engineering, operations, and business stakeholders to modernize IVR experiences
* Support the coexistence of traditional DTMF IVR and conversational AI, ensuring seamless handoffs
* Serve as a subject matter expert for conversational IVR, bringing prior real-world implementation experience to the team
* Provide technical guidance and best practices as internal teams adopt and expand conversational AI capabilities
* Troubleshoot, optimize, and enhance voice flows for performance, accuracy, and caller experience
* Ensure solutions meet security, reliability, and scalability requirements

REQUIREMENTS:
* Bachelor's degree
* Experience integrating telephony platforms with AI/NLU services
* Proven, hands-on experience implementing conversational or AI-driven voice IVR in a production environment
* Strong background in voice-based solutions (this role is voice-focused, not chatbot-centric)
* Experience integrating AI/conversational voice technologies with cloud contact center platforms
* Ability to work independently and guide teams that are learning conversational AI capabilities
* Strong communication skills and the ability to explain complex voice/AI concepts to non-technical stakeholders

Experience with:
* Cloud Telephony/Contact Center Platforms
* Five9
* Conversational AI & Voice Technologies
* Conversational IVR design
* Natural Language Understanding (NLU)
* Intent recognition and call routing
* Voice bot frameworks and orchestration
* IVR & Call Flow Design
* Traditional DTMF IVR
* Visual/drag-and-drop call flow builders
* Hybrid IVR models (DTMF + conversational AI)
* APIs and web services
* CRM or backend system integrations
* Call analytics and reporting tools
* Integrations & Supporting Technologies (nice to have)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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