Voice Automation Analyst/Developer

Description

**Accenture Song** is Accenture’s unit that combines creativity, data, technology, and design to create relevant and scalable customer experiences. We are seeking a **Functional Analyst for Voice Solutions**, with experience in conversational automation and development in **Python**. You will play a key role in defining, designing, and evolving voice assistants and IVRs—transforming business needs into effective, high-quality conversational experiences. You will collaborate with architecture teams, clients, and stakeholders in an agile and innovative environment. **Key Responsibilities** * Analyze and define functional requirements for voice automation solutions, including **voicebots, conversational IVRs, and telephone assistants**. * Design conversational experiences applying best practices in **Voice UX (VUI Design)**. * Prepare functional documentation, conversation flows, and integration specifications. * Develop and maintain components in **Python**, integrating voice services, APIs, and enterprise systems. * Configure and integrate cloud provider **Speech-to-Text (STT)** and **Text-to-Speech (TTS)** services. * Conduct functional and end-to-end testing, identifying improvement opportunities and ensuring solution quality. * Collaborate on continuous monitoring and optimization of the conversational experience. * Participate in agile ceremonies and track initiatives with the client. **Mandatory Requirements** * Minimum **2 years of experience** in voice automation, IVR, voicebot, or telephone conversational assistant projects. * Experience with at least **two conversational automation platforms**, such as **Google CCAI/Dialogflow CX, Amazon Lex/Connect**, or similar. * Experience in functional conversational design: flows, intents, entities, and requirements documentation. * Knowledge of **Voice UX (VUI Design)** and conversational experience design. * Development in **Python**, integration via **REST APIs**, and handling of formats such as **JSON**. * Familiarity with **STT/TTS** services in cloud environments (Google, AWS, Azure, or equivalents). * **B2 level English** or higher. **Preferred Qualifications** * Knowledge of telephony and Contact Center platforms such as **Genesys** or **Avaya**. * Experience with **LLMs**, prompting, and **RAG** architectures applied to voice solutions. * Experience with complementary digital channels such as **WhatsApp**. * Knowledge of agile methodologies (**Scrum/Kanban**) and tools such as **Jira** and **Confluence**. * Experience in the **insurance, banking, or financial** sectors. At **Accenture**, a company recognized as a Great Place To Work®, we champion a hybrid work model that—powered by technology and our facilities—enables essential human connection while working with our teams and clients. This connection helps us sustain our inclusive and diverse culture and makes us, according to Refinitiv, the most diverse company in the world. Additionally, we offer other **BENEFITS**, including: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, additional days off, vacation time...) * Personalized learning path * Sustainability programs and Accenture Foundation * Employee networks focused on diversity * Other benefits: Bankinter office with special conditions and profit-sharing