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.
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