Note: The job is a remote job and is open to candidates in USA. ECCO Select is a company that specializes in telephony and conversational AI solutions. They are seeking a Telephony Engineer – AI Conversation Specialist to configure, deploy, and support cloud telephony and AI solutions within a contact center environment.
Responsibilities
- Design, configure, deploy, and maintain Kore.ai or similar conversational AI solutions, including virtual agents, NLP bots, predictive routing, and agent-assist tools
- Build, configure, and maintain complex conversational flows using Kore.ai Dialog Builder or comparable tools
- Translate business requirements into natural, multi-turn user journeys
- Define, configure, and tune intents, sub-intents, entities, synonyms, and training data to improve recognition accuracy
- Manage conversation context, session variables, switch-flow logic, user digressions, and edge-case handling
- Support continuous AI model tuning, training corpus optimization, and performance improvement
- Provide hands-on technical support and engineering expertise within the Five9 contact center environment
- Design, program, script, and troubleshoot complex Call Center and IVR call flows
- Support cloud telephony components, including PBX, IVR, voicemail, endpoints, SIP trunking, and cloud contact center platforms
- Support SIP messaging, SIP headers, RTP, WebSockets, and SBC integrations
- Configure and troubleshoot SIP header information passed between Five9 and external systems over SIP trunks
- Support AudioCodes Session Border Controller integrations and related telephony infrastructure
- Build and maintain integrations between CCaaS platforms, conversational AI tools, and enterprise applications
- Develop and support REST/SOAP API requests, JSON payloads, webhooks, and service nodes within Kore.ai or similar platforms
- Integrate AI platforms with backend CRM, ERP, and enterprise systems to retrieve, update, or pass data during live interactions
- Support OAuth 2.0 authentication and secure API-based integrations
- Script smart handoff and fallback mechanisms that transfer full conversational context, transcripts, and intent data from the virtual assistant to live Five9 agents
- Maintain day-to-day operational responsibility for the telephony and conversational AI environment
- Provide Level 2 and Level 3 support for complex technical issues and major incidents
- Monitor platform health, performance, and service availability
- Identify opportunities to improve operational efficiency, automation, routing, user experience, and AI model performance
- Draft and maintain technical procedures, call flow diagrams, support documentation, training materials, and integration documentation
- Ensure security, compliance, and data privacy standards are embedded into all conversational AI, telephony, and IT operations
- Work closely with engineering, business teams, contact center stakeholders, and cross-functional project teams
- Define, validate, and manage technical requirements for AI, IVR, routing, and telephony initiatives
- Communicate technical concepts clearly to both technical and non-technical audiences
- Support multiple projects in a deadline-driven environment while maintaining quality and accountability
Skills
- 7+ years of experience in telephony, contact center technology, or related technical functions
- 5+ years of experience designing, scripting, programming, and supporting Call Center and IVR call flows
- Proven experience configuring and supporting Kore.ai or comparable conversational AI / virtual agent platforms such as Google Dialogflow CX, Amazon Lex V2, or Cognigy
- Hands-on experience supporting Five9 or similar cloud contact center platforms
- Strong experience with SIP, SBC, SIP messaging, SIP headers, and SIP trunk integrations
- Experience passing SIP header information between Five9 and external systems
- Hands-on experience integrating systems using RESTful APIs, SOAP APIs, JSON, webhooks, and service orchestration
- Experience supporting PBX, IVR, voicemail, endpoints, cloud contact center platforms, and related telephony components
- Experience with cloud-based platforms and omnichannel contact center support, including chat, email, and SMS
- Working knowledge of contact center best practices, analytics, reporting, routing, and operational support
- Kore.ai Experience Optimization Platform, highly preferred
- Google Dialogflow CX, Amazon Lex V2, Cognigy, or similar enterprise conversational AI platforms
- Enterprise chatbot and virtual assistant configuration
- Dialog management and multi-turn conversational design
- Agent-assist and virtual agent solutions
- Intent mapping
- Sub-intent configuration
- Entity extraction
- Synonym management
- Sentiment analysis
- Training corpus optimization
- Continuous AI model tuning and improvement
- RESTful APIs
- SOAP APIs
- JSON payloads
- Webhooks
- OAuth 2.0 authentication
- Service nodes and backend system integrations
- CRM, ERP, and enterprise application integrations
- Five9
- Genesys AI cloud connectors
- RTP
- WebSockets
- AudioCodes Session Border Controller integrations
- PBX, IVR, voicemail, endpoints, and cloud contact center technologies
- Collaborative, analytical, and solutions-oriented mindset
- Strong problem-solving skills with an achievement and growth mindset
- Ability to manage multiple projects in a deadline-driven environment
- Comfortable working through ambiguity and technical complexity
- Strong verbal, written, and presentation communication skills
- Ability to communicate effectively with management, business stakeholders, technical teams, and cross-functional groups
- Team-oriented approach with the ability to build trust and foster collaboration
- Commitment to recognizing team contributions and supporting shared success
Company Overview