Avaya Technical Analyst - Voice & Customer Experience

Job Description
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