IVA and Digital Platform Developer

About the Role

A day in the life of the IVA and Digital Platform Developer involves leading the end-to-end development of Interactive Virtual Assistant (IVA) Digital/chat solutions. This includes intent recognition, entity extraction, dialogue flow management, API connections, and sophisticated response generation, with a focus on building robust Conversational AI experiences.

Responsibilities

• 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 solutions seamlessly with backend systems using REST and SOAP Web Services for robust functionality and efficient data exchange.
• Implement, fine-tune, and optimize NLU models to improve intent accuracy, entity recognition, and overall comprehension. Develop natural-sounding NLG templates and strategies, potentially leveraging Small Language Models (SLMs).
• 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 metrics to stakeholders, including upper management, team members, and vendor partners.
• Conduct rigorous UAT/QA testing, debugging, and performance tuning of IVA/Digital applications across various scenarios and channels to ensure high availability and reliability.
• Analyze conversation logs, user interactions, and feedback data to identify patterns and opportunities for improvement. Refine dialogue flows and enhance IVA capabilities based on data-driven insights.
• Collaborate 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 and work with data scientists to leverage advanced AI/ML models.
• Stay updated on advancements in Conversational AI, NLP, machine learning, and related technologies, including SLMs. Research and recommend new tools and techniques for IVA/Digital solutions.
• Travel required up to 25%.
• Perform 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.
• Minimum of 3 years of professional experience in developing and deploying IVR/Digital, Voicebots, Chatbots, or Conversational AI solutions.
• Experience with Conversational AI platforms and Generative AI (Gen AI) concepts, specifically in conversational AI products.
• Experience with Natural Language Processing (NLP) and Natural Language Understanding (NLU) concepts, including intent classification, entity extraction, and dialogue management.
• Strong expertise in Java, Python, and Node.js, with experience using Node.js as a backend technology for chatbot development.
• Strong knowledge of Web Services using REST and SOAP.
• Proficiency in data formats, specifically JSON, and experience with SQL databases and NoSQL databases such as Redis and MongoDB.
• Experience in design and solution architecture for creating chatbots and voicebots.
• Demonstrated experience working with Small Language Models (SLMs) for specific conversational tasks or optimizations.

Skills

• 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.

Benefits

• 401k retirement plan, with employer match.
• Insurance options including medical, dental, vision, life, and short-term disability insurance.
• Paid Time Off/Vacation: Starting at 80 hours per year, increasing based on tenure.
• 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 support businesses with dependable fiber infrastructure and internet solutions backed by award-winning service. 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.

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.