Technical Business Analyst / Lead – IVR & Google CX Agent Studio

Location: Charlotte, NC (Onsite) | Job Type: Contract

About the role

Seeking a Technical Business Analyst/Lead with 10+ years of experience in IVR, Conversational AI, and Contact Centre solutions. The ideal candidate will have strong expertise in Google CX Agent Studio (Google CX AS), Agentic AI workflows, and enterprise integrations. This role requires a blend of business analysis, solution design, and technical leadership to deliver scalable AI-powered customer service solutions.

Responsibilities

• Lead the design and implementation of IVR and Conversational AI solutions using Google CX Agent Studio (CX AS).
• Gather, analyse, and translate business requirements into scalable technical solutions.
• Design and implement Agentic AI workflows and conversation orchestration.
• Design backend integrations using REST APIs, microservices, and Python.
• Integrate AI solutions with CRM, Billing, BSS/OSS, Order Management, and Contact Centre platforms.
• Collaborate with business stakeholders, architects, and development teams throughout the SDLC.
• Lead solution design, code reviews, technical documentation, testing, deployment, and production support.
• Mentor development teams and provide technical leadership on Conversational AI initiatives.

Requirements

• 10+ years of experience in IVR, Conversational AI, and Contact Centre technologies.
• Strong hands-on experience with Google CX Agent Studio (Google CX AS).
• Proven experience designing and implementing Agentic AI workflows.
• Proficiency in Python, REST APIs, microservices, and enterprise integrations.
• Experience integrating with CRM, Billing, BSS, OSS, Order Management, and Contact Centre platforms.
• Strong understanding of conversational design, dialog management, and customer experience automation.
• Excellent analytical, stakeholder management, communication, and leadership skills.

Preferred Qualifications

• Experience in the Telecom domain with customer service and contact centre modernization.
• Knowledge of cloud platforms (Google Cloud preferred) and CI/CD practices.
• Experience with Agile/Scrum delivery methodologies.