IVA Program Specialist (Conversational AI)

<p>Job Title: IVA Program Specialist (Conversational AI)</p><p><strong>Location:</strong> Atlanta, GA (Hybrid)</p><p><strong>Type:</strong> Temp to Perm, 6 month initial contract</p><p><strong>Pay Rate Range: </strong>$70-90/hr DOE</p><p><strong>Environment:</strong> Azure/Microsoft Stack | DevOps Shop</p><p><br></p><p><strong>The Role</strong></p><p>We are seeking an <strong>IVA Program Specialist</strong> to drive the strategy, implementation, and optimization of our Intelligent Virtual Assistant (IVA) solutions. This is not a hands-on development role; rather, you will act as the "Architect of Success," bridging the gap between business objectives and technical execution.</p><p>You will lead the roadmap for our self-service virtual assistant projects, managing high-performing vendors who handle the raw coding while you ensure the logic, integration, and CX goals are met with precision.</p><p><br></p><p><strong>Key Requirements (The "Must-Haves")</strong></p><ul><li><strong>Proven AI Success:</strong> You must demonstrate a portfolio of successful, completed AI/IVA projects. We are looking for "proof of life"—real-world metrics where your AI implementations improved containment, NPS, or operational efficiency.</li><li><strong>Professional Stability:</strong> We are looking for a long-term partner. Candidates with a history of frequent job-hopping will not be considered.</li><li><strong>Integration Expertise:</strong> Strong experience managing complex integrations between IVAs, CRM systems (Dynamics, PestPac), and CCaaS platforms.</li><li><strong>Microsoft Stack Proficiency:</strong> Deep familiarity with the Microsoft ecosystem and related variants (Power Platform, Copilot Studio, Azure).</li><li><strong>Vendor Orchestration:</strong> Experience managing third-party development teams. You know how to hold vendors accountable to SLAs, technical requirements, and project timelines.</li></ul><p><br></p><p><strong>Primary Responsibilities</strong></p><p><strong>Program Leadership & Strategy</strong></p><ul><li>Own the IVA roadmap, shifting the focus from simple chatbots to sophisticated, self-service virtual assistants.</li><li>Evaluate and manage vendor solutions (Verint, Replicant, Microsoft, Infobip) to ensure they deliver on our automation and CX goals.</li><li>Act as the subject matter expert on emerging AI capabilities (Multimodal, Voice Biometrics, Agentic AI).</li></ul><p><strong>Design, Integration & Oversight</strong></p><ul><li>Utilize <strong>Visio</strong> and specialized IVA Studio tools to design conversational flows, call routing logic, and escalation paths.</li><li>Oversee the integration of the IVA with our <strong>Microsoft-centric</strong> tech stack, including Dynamics and internal APIs.</li><li>Collaborate with UX and Data teams to ensure the "personality" and "intelligence" of the IVA align with our brand.</li></ul><p><strong>Optimization & Analytics</strong></p><ul><li>Monitor performance via <strong>Power BI/Tableau</strong> to identify trends in containment and accuracy.</li><li>Lead A/B testing initiatives and NLU (Natural Language Understanding) tuning sessions.</li><li>Ensure all deployments meet strict governance, GDPR, and CCPA compliance standards.</li></ul><p><strong>Technical Qualifications</strong></p><ul><li><strong>Experience:</strong> 2+ years of dedicated experience in IVA or Conversational AI.</li><li><strong>Tools:</strong> Mastery of <strong>Visio</strong> for workflow mapping and familiarity with <strong>Azure DevOps</strong> for project tracking.</li><li><strong>Platforms:</strong> Proficiency in <strong>Verint IVA Studio</strong>, Kore.ai, or Microsoft Copilot Studio.</li><li><strong>Education:</strong> Bachelor’s degree in Computer Science, Information Systems, or Business.</li><li><strong>Certifications:</strong> AI/ML certifications or Microsoft technical certifications are highly preferred.</li></ul><p></p>