Avaya Senior Solution Architect

Company: iitjobs
Location: Newark
Posted on: February 14, 2025

Job Description:

Our client is a leading healthcare insurance provider committed to delivering exceptional customer service through innovative technology solutions. We are seeking a talented and experienced Senior Solution Architect to join our team and lead the design and implementation of cutting-edge Interactive Voice Response (IVR) systems for our client's Advocacy department.As a Senior Solution Architect, you will be responsible for designing, implementing, and optimizing IVR systems that enhance our client's customer experience and streamline their advocacy processes. You will work closely with cross-functional teams to create intuitive, efficient, and technologically advanced IVR solutions that align with our client's business objectives and customer needs.Responsibilities

• IVR System Design & Architecture:Architect intuitive, customer-centric IVR flows, including menu structures, speech recognition, and DTMF inputs.Collaborate with UX designers to ensure accessibility and multilingual support, including ADA compliance and regional dialect considerations.Define integration patterns with backend systems (CRM, payment gateways, databases) for real-time data retrieval.Ensure seamless integration of IVR with other channels (chatbots, SMS, email) for consistent cross-channel customer journeys.Collaborate with the client's architects on specific design and solution details.
• Stakeholder Collaboration:Partner with business leaders to translate requirements (e.g., reduced call handle time, improved CSAT) into technical solutions.Conduct workshops to map customer journey pain points to IVR/call center enhancements.Oversee vendor integrations and ensure SLAs are met.
• Innovation & Emerging Technologies:Leverage Natural Language Processing (NLP) for intent recognition and sentiment analysis in IVR.Implement AI-driven self-service options, such as proactive outage notifications and virtual agents.Stay current with emerging technologies and industry trends to continuously improve our IVR systems.
• Technical Expertise:Demonstrate proficiency in Avaya Contact Center technologies, including AEP, CM, SM, SBC, and Advanced Segmentations.Possess a strong understanding of Session Initiation Protocol (SIP) for managing communication sessions across voice, video, and messaging applications.
• Analytics & Insights:Implement and analyze metrics to measure IVR performance and customer satisfaction.Provide data-driven recommendations for continuous improvement of IVR systems.Minimum Requirements
• Bachelor's degree in computer science, Information Technology, or a related field; master's degree preferred.
• 7+ years of experience in solution architecture, with a focus on IVR systems and contact center technologies.
• Extensive knowledge of Avaya Contact Center solutions, including AEP, CM, SM, SBC, and Advanced Segmentations.
• Knowledge of Session Initiation Protocol (SIP) and its use in voice, video, and messaging applications.
• Experience with IVR flows (e.g., menu structures, speech recognition, DTMF inputs).
• Strong understanding of AI/ML applications in customer service technologies.
• Excellent communication and presentation skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Experience in healthcare or insurance industries is a plus.
  #J-18808-Ljbffr

Keywords: iitjobs, Newark , Avaya Senior Solution Architect, Other , Newark, New Jersey