Senior IVR Consultant

IMCS Group; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

IMCS Group is seeking a seasoned specialist in IVR and Conversation AI to support enterprise contact centers from Charlotte, NC. The role requires hands-on experience with Avaya, DRM(ICX), GECX CX Agent Studio, Google Cloud CES, and Dialog AI, plus familiarity with Google Eval engine and REST/SOAP APIs.

The candidate should thrive in a global delivery setup, lead governance meetings, manage work allocation, and report status to stakeholders. Local candidates preferred, onsite from day one.

Qualifications

• Knowledge of IVR and Conversation AI fundamentals.
• Experience with enterprise contact center tools: Avaya, DRM(ICX), GECX CX Agent Studio, Google Cloud CES, Dialog AI.
• Experience with Google Eval engine.
• Understanding of ASR, TTS, and NLP basics; familiarity with REST and SOAP APIs.
• Experience in a Global delivery environment and in participating in project governance meetings with metrics.

Skills

IVR

Conversation AI

REST APIs

SOAP APIs

NLP

LLM Intent

Analytics

Team management

Governance

Status reporting

Tools

Avaya

DRM(ICX)

GECX CX Agent Studio

Google Cloud CES

Dialog AI

Google Eval engine

Kiro

Claude

Job description

Work Location: Charlotte, NC (PREFER LOCALS); ONSITE ON DAY 1;

Key Responsibilities:

Skills Required:

Knowledge and Experience in IVR , Conversation AI fundamentals and concepts.

Experience with enterprise contact center tools like Avaya , DRM(ICX) ,GECX CX Agent Studio , Google Cloud CES (Customer Experience Solutions), and Dialog AI.

Experience and knowledge in Google Eval engine.

Understanding of ASR (Automatic Speech Recognition), TTS (Text-to-Speech), and basic Natural Language Processing (NLP), LLM Intent and Analytics Solid grasp on fundamentals of REST and SOAP APIs Experience and desire to work in a Global delivery environment Experience in participating and leading Project Governance Meetings with the customer involving project level and service level metrics Experienced in work allocation, team management, and status reporting

Good to have:

Experience in utilizing and working with AI tools like Kiro , Claude.