ITTConnect is seeking a Senior Technical Analyst – Voice & Customer Experience to work for one of our clients. This is a new position with a client that is a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the Telecom business.
Job location: Hybrid in Atlanta, GA 30329, 3 days a week onsite.
The Avaya TA needs to display strong experience in designing customer-facing voice applications and IVR solutions. This role requires someone who can operate at the intersection of technology, customer experience, and business stakeholders, driving modern voice platform solutions and migrations.
- Someone who has designed—not just supported—voice solutions
- Strong customer experience mindset
- Ability to lead discussions with both technical and business stakeholders
Core Responsibilities:
- Design and optimize customer-facing voice/IVR applications, including call flows, routing logic, and self-service journeys
- Lead analysis and implementation of Avaya-based contact center solutions (Aura / Experience Platform)
- Drive voice platform migrations (on-prem → cloud / hybrid architectures)
- Integrate AI/NLU capabilities (e.g., conversational IVR, intent-based routing) into voice ecosystems
- Collaborate with business, CX, and technical teams to define and deliver scalable voice solutions
- Design and manage integrations across multiple systems (CRM, APIs, backend services)
- Conduct technical and process assessments, identifying opportunities for improvement and innovation
- Act as a customer experience advocate, ensuring solutions improve call containment, efficiency, and user experience
Requirements
- 7+ years of experience in voice/contact center technologies
- Strong hands-on experience with Avaya platforms (Aura, Experience Platform, IVR systems)
- Proven experience in designing IVR/call flows and customer-facing voice solutions
- Experience with voice platform migrations and cloud-based architectures (AWS/Azure)
- Exposure to AI/NLU technologies (e.g., conversational IVR, Dialogflow, Lex, or similar)
- Strong experience with system integrations (APIs, microservices, CRM platforms)
- Excellent communication and stakeholder management skills
- Experience with speech recognition, VoiceXML, or conversational design
- Exposure to omnichannel platforms (voice + chat + digital)
- Background in telecom or large-scale contact center environments
Benefits
Skills Required
- 7+ years of experience in voice/contact center technologies
- Strong hands-on experience with Avaya platforms
- Proven experience in designing IVR/call flows
- Experience with voice platform migrations and cloud-based architectures
- Exposure to AI/NLU technologies
- Strong experience with system integrations
- Excellent communication and stakeholder management skills
What We Do
ITTConnect is an innovative provider of IT Professional Services focused on finding the best IT talent. Through a network of specialized IT recruiters we efficiently connect employers to top IT professionals. We assist companies to reach their recruitment objectives through flexible and tailored recruiting and staff augmentation services.
