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.

Who We’re Looking For
:

• 
  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

Nice to Have
:

• 
  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