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Job Description

Insight Global is seeking a Conversational AI Developer to join an innovative team to design, build, and deploy next-generation Interactive Voice Agents (IVAs) and chatbots using industry-leading contact center platforms. He/She will be a key player in automating customer service interactions, driving efficiency, and enhancing the overall customer experience.

Key Responsibilities

• Design and Development: Design, develop, and maintain conversational flows for voicebots (IVAs) and chatbots primarily within Five9 Studio 7 and Genesys Cloud Developer (Architect) environments.

• Conversational AI Logic: Implement sophisticated Natural Language Understanding (NLU) and Natural Language Processing (NLP) models to ensure high accuracy in voicebot and chatbot understanding of customer intent and entities.

• System Integration: Integrate conversational agents with backend enterprise systems, databases, and APIs to fulfill customer requests (e.g., account lookups, transactions).

• Testing and Optimization: Conduct rigorous testing, performance monitoring, and iterative optimization of bot flows, dialogs, and NLU models to improve containment rates and customer satisfaction.

• Documentation: Create and maintain comprehensive documentation for all agent flows, technical configurations, and integration points.

• Collaboration: Work closely with business analysts, UX designers, and contact center operations teams to translate business requirements into effective self-service solutions.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Bachelor’s degree in computer science, mathematics, development, or related

• 3-5 years of experience in contact center IT development:

o inbound/outbound call routing, IVR, omni-channel concepts, and agent desktop applications

• Familiarity with CTI principles and experience integrating conversational platforms with telecommunications infrastructure or CRM systems

• Understanding of voicebot and chatbot design principles

• Experience with Cloud Platforms (AWS or Azure) • Experience in developing and deploying conversational agents using at least one of the following:

o Five9 Studio 7 (or Inference Studio) OR Genesys Cloud Developer / Architect (for bot flows and integrations)

• Experience with Conversational AI concepts such as Intent Classification, Entity Recognition, Dialog Management, and leveraging pre-built or custom NLU/NLP engines