Business Analyst / Lead IVR & Google CX Agent Studio

Job Title: Business Analyst / Lead IVR & Google CX Agent Studio

Location: Charlotte, NC

Work Model: Onsite – 4 Days/Week

Duration: long term

Type: Contract

Experience: 10 Years

Job Summary

• Looking for a Technical BA with 10 years of experience in IVR and Conversational AI solution development.
• 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.

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 Next Gen Software Solutions:

Next Gen Software Solutions is a trusted provider of IT Staffing and consulting services dedicated to empowering businesses with cutting-edge technology solutions and exceptional talent. We specialize in delivering tailored IT consulting services, innovative software solutions, and connecting businesses with highly skilled IT professionals. Founded and led by a dedicated U.S. Army solider, Next Gen Software Solutions is deeply rooted in the core values of integrity, discipline, commitment, and experience-principles that guide every aspect of our operations.

Equal Employment Opportunity Statement:

Next Gen Software Solutions is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all employees and applicants are treated respect and dignity. We do not discriminate based on race, colour, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, genetic information, veteran status, or any other legally protected characteristic under applicable federal, state, or local laws.