Telephony Engineer – AI Conversation Specialist (Kore.ai)

Position Title: Telephony Engineer – AI Conversation Specialist (Kore.ai)

Location: Remote

Duration: 6+ Month Contract (Potential Extension)

Job Summary

We are seeking a Telephony Engineer with expertise in Kore.ai (or similar Conversational AI platforms) and Five9 Contact Center to design, deploy, and support AI-driven virtual agents, IVR solutions, and cloud telephony integrations. The ideal candidate will have strong experience with Conversational AI, NLP, SIP, APIs, and contact center technologies.

Key Responsibilities

Conversational AI & Automation

• Design, configure, and maintain Kore.ai (or Google Dialogflow, Amazon Lex, Cognigy) virtual assistants.
• Build conversational flows, NLP bots, intent mapping, entity recognition, and AI model optimization.
• Configure context management, session handling, and smart agent handoffs.

Telephony & Contact Center

• 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.

Integration & Development

• Develop integrations using REST APIs, JSON, Webhooks, and OAuth 2.0.
• Integrate AI platforms with CRM, ERP, and backend applications.
• Configure API orchestration and data exchange.

Support & Operations

• Provide Level 2/Level 3 production support.
• Troubleshoot telephony, AI, and integration issues.
• Maintain documentation, call flow diagrams, and technical procedures.

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