Senior IVR Consultant(CCAI)

Astir IT Solutions, Inc.; Charlotte (NC); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

Astir IT Solutions, Inc. in Charlotte, NC is seeking a senior IT professional for an onsite role. Local candidates preferred.

You will apply expertise in IVR, Conversation AI fundamentals, NLP, and REST/SOAP APIs to deliver enterprise contact center solutions using Avaya, DRM(ICX), GECX CX Agent Studio, and Google Cloud CES. You’ll lead governance meetings and coordinate delivery across teams.

Qualifications

• 10+ years of relevant experience.
• Proven experience in enterprise contact center technology.

Connaissances

IVR fundamentals

Conversation AI concepts

REST APIs

SOAP APIs

NLP basics

LLM Intent

Analytics

Team leadership

Outils

Avaya

DRM(ICX)

GECX CX Agent Studio

Google Cloud CES

Dialog AI

Description du poste

Work Location: Charlotte, NC (PREFER LOCALS) ONSITE

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.

Minimum years of experience : 10 years

Thank you,