What are the responsibilities and job description for the Conversational IVR - Technical Lead / Manager position at Tech3pillars Technologies?
Job Details
Title: Conversational IVR - Technical Lead / Manager
Location: Charlotte, NC
Duration: Long term
Job Description:
We are seeking an experienced Conversational IVR Manager to lead our transition from a legacy IVR system to a modern, conversational IVR experience.
The ideal candidate will have extensive experience in IVR and Conversational AI, with a strong technical background and proven leadership skills.
Key Responsibilities:
Lead the migration from legacy IVR systems to a conversational IVR experience.
Manage a team of developers and engineers, ensuring the delivery of high-quality solutions.
Collaborate with cross-functional teams to design, develop, and implement IVR solutions.
Work with offshore vendors to ensure project milestones and deliverables are met.
Utilize the Avaya tech stack and Java programming to develop and integrate IVR systems.
Monitor and analyze system performance, making necessary adjustments to improve efficiency and user experience.
Stay up-to-date with the latest trends and technologies in IVR, Conversational AI, and related fields.
Incorporate generative AI technologies to enhance the conversational IVR experience.
Qualifications:
Bachelor s degree in any field; preference given to degrees in Computer Science, Information Technology, or related disciplines.
5-6 years of experience in IVR and Conversational AI.
Strong knowledge and experience with the Avaya tech stack.
Proficiency in Java programming.
Experience in AI/ML, Natural Language Processing (NLP), and Generative AI is a plus.
Proven experience managing a team of at least 5 members.
Experience working with offshore vendors is a plus.
Proficiency in VXML, SCXML, CCXML, Avaya AEP, MPP, Nuance or Azure ASR or TTS, UniMRCP.
Experience with platforms such as Kore.AI, Google Dialogflow, Amelia,OneReach.ai,Yellow.ai, or similar for bot development.
Proficiency in Python is a plus.
Excellent problem-solving skills and attention to detail.
Strong communication and interpersonal skills.
