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SME / Developer

Zenith Infotek LLCHouston, TX🇺🇸United States

Quick overview

Salary$65/hr
SeniorityMid Senior
Work modeOn Site
LocationHouston, TX, United States
MicroservicesAWSGoogle CloudJavaLLMPythonGenerative AIRESTAzureNode.jsPrompt EngineeringNetwork Administration

Job description

Location: Houston, TX (Onsite)
Rate : 65/hr

Key Responsibilities
Design and develop IVR call flows for inbound and outbound customer journeys. Develop and deploy AI-powered Voice Bots for customer self-service and automated calling. Build conversational workflows using ASR, TTS, NLU/LLMs, and dialogue management. Develop integrations with REST APIs, webhooks, CRM systems, databases, and enterprise applications. Design bot-to-human escalation while passing on the relevant customer and conversation context. Troubleshoot SIP/telephony, API, webhook, call-flow, and voice-quality issues.

Monitor production IVR and voice-bot applications and resolve incidents. Analyze call logs, transcripts, and bot performance to improve containment and customer experience. Work closely with Product Managers, Solution Architects, QA, Telecom, and AI/ML teams. Develop automated test scenarios for IVR and voice-bot journeys. Ensure solutions comply with security, privacy, recording, and telecom requirements. Required Technical Skills
8+ years of experience in IVR, telephony, contact-center, or voice application development.

Hands-on experience with Exotel or comparable platforms such as Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, or Avaya. Strong understanding of IVR, DTMF, PSTN, SIP, RTP, call routing, call recording, and call transfers. Experience developing voice bots/conversational AI. Practical knowledge of ASR, TTS, NLU, LLMs, prompt engineering, and conversation flows. Strong programming skills in Python, Node.js, Java, or similar. Experience with REST APIs, JSON, webhooks, databases, and microservices. Experience in integrating voice platforms with CRM and backend systems.

Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform. Strong debugging, troubleshooting, and production-support skills.

Preferred Skills
Experience with OpenAI or other LLM-based voice agents.
Experience with real-time/streaming audio, WebRTC, streaming ASR/TTS, and low-latency voice applications.
Familiarity with Dialogflow, Amazon Lex, Rasa, Microsoft conversational platforms, or equivalent.

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