Voice Architect / Cisco Call Manager

Overview

$DOE
Full Time
Part Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

interactive
Voice
Cisco Call Manager

Job Details

Interactive Voice Architect

Location: Remote

Job Type: Contract - One year duration

Overview:

Client 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 and Development: 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.