QA Engineer – IVR

The following requirement is open with our client.

Title                                       : QA Engineer – IVR

Location                              :  Charlotte, NC 28217 (onsite)

Rate                                       :  $44/hr on W2 | $49/hr on C2C

Duration                              : 12 Months

Detailed Job Description

We are seeking an experienced Senior IVR Consultant with strong expertise in Interactive Voice Response (IVR), Conversational AI, and enterprise contact center technologies. The ideal candidate will have hands-on experience with IVR platforms, AI-driven customer experience solutions, speech technologies, and API integrations.

The candidate should also possess strong communication, leadership, project governance, and team management skills to support customer engagements in a global delivery environment.

Responsibilities

• Design, implement, and support IVR solutions and Conversational AI applications.
• Work with enterprise contact center platforms, including Avaya, DRM (ICX), GECX CX Agent Studio, Google Cloud Customer Experience Solutions (CES), and Dialog AI.
• Apply knowledge of ASR, TTS, Natural Language Processing (NLP), LLM-based intent recognition, and conversational analytics.
• Work with Google Eval Engine to evaluate and improve conversational AI performance.
• Understand and support REST and SOAP API integrations.
• Participate in and lead project governance meetings with customers.
• Track project-level and service-level metrics and provide regular status reports.
• Manage work allocation, coordinate team activities, and ensure timely project delivery.
• Collaborate with global delivery teams and customer stakeholders to achieve project objectives.

Must Have Skills

1. IVR & Conversational AI
2. Avaya / Contact Center Platforms
3. ASR, TTS, NLP & LLM Intent
4. Google Eval Engine
5. REST/SOAP APIs