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.