IVR Consultant

Infosys Limited; Charlotte, Northern (NC, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Disability coverage

Health & Dependent Care Accounts

Insurance (various)

401(k) plan

Job summary

Infosys Limited is seeking a Technology Consultant 2 to drive digital transformation for telecommunications, media, and technology clients. The role emphasizes IVR, conversational AI, and enterprise contact center solutions, with leadership across project governance and cross-functional teams.

The position involves documenting requirements, guiding design decisions, coding updates, code reviews, test strategy, and user training, while ensuring reliability and knowledge sharing across projects.

Qualifications

• Strong knowledge of IVR technologies, conversational AI, and contact center platforms.
• Experience with enterprise contact center solutions listed: DRM (ICX), GECX CX Agent Studio, Google Cloud CES, Dialog AI.
• Proven experience leading project governance reviews, customer meetings, and service performance discussions.

Responsibilities

• Contribute to requirements elicitation by documenting parts of business requirements.
• Facilitate design discussions and document decisions to guide the technical team.
• Participate in coding and integrate new features while maintaining stability.
• Conduct code reviews and maintain code repositories.
• Implement test strategies and coordinate bug fixes.
• Develop user training, documentation, and support frameworks.
• Resolve production issues and propose preventive strategies.
• Maintain detailed records of code, testing techniques, and support activities.

Skills

IVR technologies

Conversational AI

Customer interaction platforms

Team leadership

Education

Bachelor’s degree

Tools

DRM (ICX)

GECX CX Agent Studio

Google Cloud CES

Dialog AI

Eval Engine

Avaya contact center

Kiro

Claude

Job description

Domain|Network|Contact Center Unified Communication

Technical Skills 3

Technology|Traditional AI|NLP-Speech Analytics

Technical Skills 4

Technology|Network-VoIP|Avaya-VoIP

Overview

The Infosys Communications, Media, and Technology (CMT) unit is a dynamic and innovative division dedicated to driving digital transformation and growth for clients in the telecommunications, media, and technology sectors. Our vision is to become the strategic and trusted partner for our clients by enabling their digital transformation and growth. We achieve this by leading technological changes. Join us to be part of a team that leverages deep industry insights and strategic leadership to deliver innovation-led transformation through digital, cloud, and AI-first solutions.We are committed to building and nurturing a high-impact partner ecosystem and driving long-term, strategic client relationships.

In the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below:

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, do changes to the codebase and maintain code repositories
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Required Skill and Experience

• Strong knowledge and hands-on experience in IVR technologies, Conversational AI fundamentals, and customer interaction platforms.
• Experience with enterprise contact center solutions such as:
• DRM (ICX)
• GECX CX Agent Studio
• Google Cloud Customer Experience Solutions (CES)
• Dialog AI
• Proven experience leading project governance reviews, customer meetings, and service performance discussions.
• Strong team leadership skills, including work allocation, team management, risk tracking, and status reporting

Preferred Skill and Experience

• Experience working with Google Evaluation Engine (Eval Engine).
• Good understanding of:
• Automatic Speech Recognition (ASR)
• Text-to-Speech (TTS)
• Natural Language Processing (NLP)
• LLM-based Intent Recognition
• Conversational Analytics
• Avaya enterprise contact center solutions
• Experience utilizing AI-assisted development and productivity tools such as:
• Kiro
• Claude
• Exposure to Generative AI, prompt engineering, and AI-driven software delivery practices.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.