Job Description

Responsibilities

Lead contact center modernization initiatives from Avaya platforms to Amazon Connect Assess current-state contact center operations and define future-state business and CX strategies Translate business requirements into modernization roadmaps and solution recommendations Advise on adoption of Amazon Nova-powered AI use cases (virtual agents, agent assist, automation) Facilitate stakeholder workshops and support executive decision-making Partner with technical teams to ensure solutions align with business outcomes

Required Qualifications

5+ years of experience in business consulting and contact center transformation Strong knowledge of contact center operations and CX metrics Hands-on experience with Avaya contact center solutions Experience with Amazon Connect and cloud-based contact center models Excellent stakeholder management, communication, and facilitation skills

Preferred Qualifications

Experience with Amazon Nova or generative AI in customer service Knowledge of AWS services supporting contact centers Consulting experience in regulated or high-volume contact center environments MBA or equivalent business/technology education

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.