Job Description

P1 C3 STS Experience


4 years of total experience, with at least 2+ years as a Technical Business Analyst in Telecom, IVR, Contact Center Technology, or Conversational AI projects.


Hands-on experience in requirement gathering, technical documentation (BRD/PRD), user experience design, and stakeholder collaboration.


Experience supporting RFQs/RFPs and contributing actively to technical sales and pre-sales solutioning.


Exposure to projects involving IVR, DTMF design, Conversational AI platforms, and LLM-guided conversation experiences.




Technical Skills




Strong ability to create technical flow diagrams, UX interaction diagrams, and detailed requirement documents.


Expertise in requirement elicitation, stakeholder management, and technical design analysis.


Deep understanding of IVR call flows, DTMF experiences, backend integrations, and Conversational AI architecture.


Familiarity with LLM-based conversation flows and ability to expand vague requirements into clear, complete specifications.


Proven ability to collaborate with cross-functional teams including Architects, Developers, Product Owners, and Sales Teams.


Strong skills in preparing and responding to RFQs/RFPs and assisting in technical sales documentation.


Excellent communication, critical thinking, and problem-solving skills




Good to have skills




Knowledge of Kore.ai, Twilio Flex, Amazon Connect, or similar platforms.


Familiarity with API/Web Services integrations, VXML structures, and backend system flows.


Exposure to LLM prompt engineering or multilingual conversation designs.


Agile project experience with Jira, Confluence, and other collaboration tools.


Understanding of Telecom BSS/OSS systems and CX Journey Mapping

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.