Telephony Engineer
Spear Staffing
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Job Details
Skills
- Artificial Intelligence
- Routing
- Reporting
- Named-Entity Recognition (NER)
- Kore.ai XO
- Interactive Voice Response
- RTP
- OAuth
- Telephony
- Voicemail
- SBC
Summary
Telephony Engineer W2 ONLY
As a Telephony Engineer, you will be responsible for designing, deploying, and supporting AI-driven virtual agents, IVR solutions, and cloud telephony integrations. The ideal candidate will have expertise in Kore.ai (or similar Conversational AI platforms) and Five9 Contact Center technologies.
Responsibilities
- Design, configure, and maintain Kore.ai (or similar) virtual assistants
- Build conversational flows, NLP bots, intent mapping, entity recognition, and AI model optimization
- Configure context management, session handling, and smart agent handoffs
- Design, develop, and support Five9 IVR and call routing solutions
- Configure SIP trunks, SBC integrations, and telephony infrastructure
- Support PBX, IVR, voicemail, and cloud contact center platforms
- Develop integrations using REST APIs, JSON, Webhooks, and OAuth 2.0
- Integrate AI platforms with CRM, ERP, and backend applications
- Provide Level 2/Level 3 production support
- Troubleshoot telephony, AI, and integration issues
- Maintain documentation, call flow diagrams, and technical procedures
Requirements
Required Qualifications
- 5+ years of experience with telephony/contact center technologies
- Experience with Kore.ai XO Platform or similar (Dialogflow CX, Amazon Lex, Cognigy)
- 5+ years designing and developing IVR/call flows
- Strong knowledge of Five9 Contact Center
- Experience with REST APIs, JSON, Webhooks, OAuth 2.0
- Hands-on experience with SIP, SBC, RTP, and WebSockets
- Experience with cloud contact center technologies and omnichannel support (Chat, Email, SMS)
Required Technical Skills
- Conversational AI: Kore.ai XO, Dialogflow CX, Amazon Lex, Cognigy
- NLP: Intent Mapping, Entity Recognition, Sentiment Analysis, AI Model Training
- Contact Center: Five9, IVR, PBX, Voicemail, Omnichannel Support
- Integration: REST APIs, JSON, Webhooks, OAuth 2.0
- Voice Technologies: SIP, RTP, AudioCodes SBC, WebSockets
- Cloud Contact Center: Five9, Genesys AI Connectors
Preferred Skills
- AI-powered contact center modernization
- Contact center analytics and reporting
- Strong troubleshooting and documentation skills
- Excellent communication and collaboration abilities
- Dice Id: 91138897
- Position Id: 9054597
- Posted 10 hours ago
Company Info
As the world’s first and largest specialized talent solutions and business consulting firm, we are a rapidly growing company with the potential to offer you a rewarding career. Our team comprises talented professionals with expertise in recruitment, talent acquisition, and career development. We collaborate to create innovative solutions and deliver extraordinary results.
We offer competitive salaries, benefits, and a collaborative work environment. Our culture is one of collaboration and respect, and we strive to create a positive work-life balance for our employees. Join our team and help us achieve our mission of positively changing people’s lives!
From flexible schedules to development opportunities, at Spear Staffing you’ll have the support you need to reach your goals at every stage of your career. Explore some of the reasons why many of our employees have been with us for 10, 15, 20 years or longer.
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