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