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
Key job details
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 is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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