Lead Service Engineer - Telephony

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

Why Us?

Best In-class Benefits

Inclusive Leadership

Reimagining Healthcare

Competitive Pay

Supportive Reporting Relation

Who we are looking for?

Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent work experience with 6-9 years of experience.

Experience with Five9 Intelligent Virtual Agent (IVA), including conversational flow design, deployment, testing, and ongoing optimization.

Experience supporting or integrating conversational AI platforms such as Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or similar enterprise AI solutions.

Understanding of conversational AI concepts including Natural Language Understanding (NLU), Natural Language Processing (NLP), intent recognition, entity extraction, and dialogue management.

Experience integrating conversational AI platforms with Five9 using APIs, webhooks, and voice routing.

Knowledge of AI-assisted call routing, virtual agents, intelligent escalation to live agents, and context transfer between AI and Five9.

Experience troubleshooting AI conversations, voice automation, speech recognition, and AI-driven customer experiences.

Familiarity with REST APIs, JSON, webhooks, and enterprise integration patterns.

Experience with speech analytics, AI transcription, Agent Assist, and AI performance optimization is preferred.

Support and maintain Five9 IVA and conversational AI applications.

Assist with AI conversation design, testing, deployment, and production support.

Troubleshoot AI call flows, integrations, voice automation, and customer experience issues.

Participate in AI enhancement projects and optimize conversational experiences through testing and analytics.

Strong analytical, documentation, communication, and problem-solving skills.

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.