Avaya Technical Analyst – Voice & Customer Experience

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