IVR Business analyst/ Consultant

Title: Senior Consultant

Location: Charlotte, NC

Work Model Onsite – 4 Days/Week

Job Duration: 6 Months

Job Description:

Technical Business Analyst/Lead – IVR & Google CX Agent Studio (Google CX AS)

Experience 10+ Years

Job Summary

·         Looking for a Technical BA with 10+ years of experience in IVR and Conversational AI solution development.

·         The ideal candidate should have strong hands-on expertise in Google CX Agent Studio (Google CX AS), including designing and implementing Agentic AI workflows, along with Python programming skills.

·         Experience in telecom customer service and contact center automation is highly preferred.

·         10+ years of experience in IVR and Conversational AI implementation.

·         Strong hands-on experience with Google CX Agent Studio (Google CX AS).

·         Experience designing and implementing Agentic AI workflows.

·         Experience with REST APIs, microservices, and enterprise system integrations.

·         Experience integrating with CRM, Billing Contact Center platforms.

·         Strong problem-solving, communication, and leadership skills.

·         Lead the design and implementation of IVR and Conversational AI solutions using Google CX Agent Studio (CX AS).

·         Design, develop, and deploy Agentic AI workflows.

·         Design backend services, orchestration, and API integrations.

·         Integrate Conversational AI solutions with CRM, BSS, OSS, Order Management, and Contact Center platforms.

·         Conduct code reviews, mentor developers, and provide technical leadership.

·         Drive end-to-end solution delivery, including development, testing, deployment, and production support.