IVA and Digital Platform Developer

Location: Mountain Top, Pennsylvania, United States

About the role

A Day in the Life of the IVA and Digital Platform Developer:

• Lead the end-to-end development of Interactive Virtual Assistant (IVA) Digital/chat solutions, including intent recognition, entity extraction, dialogue flow management, API Connections, and sophisticated response generation, specifically focusing on building robust Conversational AI experiences.
• Leverage and master IVA/Digital development platforms (e.g., Kore.ai, Google Dialogflow, Amazon Lex, Microsoft Bot Framework) to build, configure, train, and deploy high-performing conversational agents.
• Integrate IVA/Digital seamlessly with API Connections to various backend systems, utilizing REST and SOAP Web Services for robust functionality, efficient data exchange, and a unified user experience across different platforms.
• Implement, fine-tune, and optimize NLU models to improve intent accuracy, entity recognition, and overall comprehension. Develop effective and natural-sounding NLG templates and strategies for engaging responses, potentially leveraging Small Language Models (SLMs) for specialized tasks.
• Work with data formats like JSON and integrate with databases such as SQL, Oracle, Redis, and MongoDB for efficient data storage and retrieval.
• Organize and deliver data, technology information, and/or metrics to audiences including upper management, team members, and vendor partners.
• Conduct rigorous testing, debugging, and performance tuning of IVA/Digital applications across various scenarios and channels. Identify and resolve complex issues, ensuring high availability and reliability.
• Analyze conversation logs, user interactions, and feedback data to identify patterns, pain points, and opportunities for improvement. Proactively refine dialogue flows, add new intents, and enhance IVA capabilities based on data-driven insights.
• Collaborate closely with product managers to translate business requirements into technical specifications and contribute to the product roadmap for Conversational AI initiatives.
• Partner with UX/UI designers to ensure intuitive and user-friendly conversational interfaces. Work with data scientists to leverage advanced AI/ML models.
• Stay up to date on the latest advancements, trends, and best practices in Conversational AI, NLP, machine learning, and related emerging technologies, including the application of SLMs and other innovative models. Research and recommend the adoption of new tools and techniques where beneficial to IVA/Digital solutions.
• Travel required up to 25%.
• Other duties as assigned.

Requirements

• Bachelor's degree in Computer Science, Artificial Intelligence, Linguistics, Data Science, or a related quantitative field. Equivalent practical experience will also be considered.
• Experience with a Conversational AI Platform.
• Experience with Generative AI (Gen AI) and its concepts, specifically with conversational AI products.
• Experience with Natural Language Processing (NLP) and Natural Language Understanding (NLU).
• Experience with Node.js as a backend technology for chatbot development.
• Experience with REST and SOAP Web Services.
• Experience in Design and Solution Architecture for creating chatbots & voicebots.
• Minimum of 3 years of professional experience in developing and deploying IVR/Digital, Voicebots, Chatbots, or Conversational AI solutions.
• Strong knowledge of Web Services using REST and SOAP.
• Strong expertise in Java, Python, and Node.js.
• Proficiency in data formats, specifically JSON.
• Experience with SQL databases and NoSQL such as Redis and MongoDB.
• Solid theoretical and practical understanding of Natural Language Processing (NLP) and Natural Language Understanding (NLU) concepts, including intent classification, entity extraction, and dialogue management, within the context of Conversational AI.
• Excellent analytical, critical thinking, and complex problem-solving skills with meticulous attention to detail.
• Strong verbal and written communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical stakeholders.
• Proven ability to work effectively in a collaborative team environment.
• Demonstrated experience working with Small Language Models (SLMs) for specific conversational tasks or optimizations.
• Ability to travel up to 25%.

Benefits

• 401k retirement plan, with employer match.
• Insurance options including: medical, dental, vision, life, and STD insurance.
• Paid Time Off/Vacation: Starting at 80 hours per year, increasing based on tenure with the organization.
• Floating Holiday: 40 hours per year.
• Paid Holidays: 7 days per year.
• Paid Sick Leave: Varies based on state and/or local laws.
• Tuition reimbursement program.
• Employee discount program.

Pay

The base salary range in Pennsylvania and Texas for this position is $70,000 - $80,000 (annually), plus opportunities for bonus, benefits, and commission, if applicable.

About Astound

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.