Business Analyst / Lead IVR & Google CX Agent Studio

Responsibilities

• 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, and 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 design, development, testing, deployment, and production support.

About the role

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.

Qualifications

• 10+ years of experience in IVR and Conversational AI solution development.
• 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, and Contact Center platforms.
• Strong problem-solving, communication, and leadership skills.