What are the responsibilities and job description for the Voice Engineer/Developer - Houston, TX position at Mergen IT LLC?
Role: Voice Engineer / Developer
Location: Houston, TX (Onsite)
Contract
Key Responsibilities
- Design and develop IVR call flows for inbound and outbound customer journeys.
- Develop and deploy AI-powered Voice Bots for customer self-service and automated calling.
- Build conversational workflows using ASR, TTS, NLU/LLMs, and dialogue management.
- Develop integrations with REST APIs, webhooks, CRM systems, databases, and enterprise applications.
- Design bot-to-human escalation while passing on the relevant customer and conversation context.
- Troubleshoot SIP/telephony, API, webhook, call-flow, and voice-quality issues.
- Monitor production IVR and voice-bot applications and resolve incidents.
- Analyze call logs, transcripts, and bot performance to improve containment and customer experience.
- Work closely with Product Managers, Solution Architects, QA, Telecom, and AI/ML teams.
- Develop automated test scenarios for IVR and voice-bot journeys.
- Ensure solutions comply with security, privacy, recording, and telecom requirements.
Required Technical Skills
- 8 years of experience in IVR, telephony, contact-center, or voice application development.
- Hands-on experience with Exotel or comparable platforms such as Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, or Avaya.
- Strong understanding of IVR, DTMF, PSTN, SIP, RTP, call routing, call recording, and call transfers.
- Experience developing voice bots/conversational AI.
- Practical knowledge of ASR, TTS, NLU, LLMs, prompt engineering, and conversation flows.
- Strong programming skills in Python, Node.js, Java, or similar.
- Experience with REST APIs, JSON, webhooks, databases, and microservices.
- Experience in integrating voice platforms with CRM and backend systems.
- Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform.
- Strong debugging, troubleshooting, and production-support skills.
Preferred Skills
- Experience with OpenAI or other LLM-based voice agents.
- Experience with real-time/streaming audio, WebRTC, streaming ASR/TTS, and low-latency voice applications.
- Familiarity with Dialogflow, Amazon Lex, Rasa, Microsoft conversational platforms, or equivalent.