Job Description

Responsibilities

Define and lead the GenAI strategy for contact center modernization initiatives Identify, design, and prioritize AI use cases across customer self-service and agent experience Lead implementation of Amazon Nova-powered solutions including virtual agents, agent assist, summarization, and automation Partner with business, CX, Avaya, and AWS teams to integrate GenAI capabilities into Amazon Connect workflows Establish AI governance, security, and responsible AI practices Measure and optimize GenAI impact on CX, agent productivity, and operational efficiency

Required Qualifications

8+ years of experience in AI, digital transformation, or contact center technology Hands-on experience delivering GenAI solutions in customer service or contact centers Strong knowledge of Amazon Nova, generative AI architectures, and LLM-based solutions Experience integrating AI with Amazon Connect or similar cloud contact center platforms Ability to translate business requirements into scalable AI solutions

Preferred Qualifications

Experience with Avaya contact center environments (on-prem or hybrid) Knowledge of AWS AI/ML services supporting contact centers Experience defining AI governance and compliance frameworks Advanced degree in Computer Science, Data Science, or related field

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.